Contact Representative

Veterans Health Administration; Ann Arbor (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

The Veterans Health Administration at the Ann Arbor VA Medical Center is seeking a Lead Contact Representative to support the Health Administration Service. The role requires thorough knowledge of VA enrollment and eligibility processes and strong communication skills to assist Veterans with benefits and health services.

The incumbent will work under supervision, handle data entry and research using multiple VA systems, and ensure timely processing of benefits information.

Qualifications

• One year of specialized experience in enrolling Veterans and accessing VA systems.
• Knowledge of federal regulations and VHA procedures.
• Ability to conduct data entry, research, and adjudicate eligibility.

Responsibilities

• Enroll Veterans in MyHealtheVet and assist with health benefits enrollment.
• Access and apply knowledge of federal laws, policies, and VHA directives.
• Adjudicate Veteran eligibility, perform data entry, and monitor workloads.

Skills

Specialized experience

Federal service knowledge

Data entry

Tools

DPRIS

VIS

SHARE

HINQ

VBMS

VES

VistA

Job description

The purpose of the position is to serve as a Lead Contact Representative, to the Health Administration Service (HAS), under the direct supervision of the Health Benefits Supervisor. The incumbent continuously embraces and support the Ann Arbor VA Medical Center mission, vision, and core values. The incumbent is expected to present to work in a professional manner and timely in accordance with established tour of duty.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/23/2026.

Time-In-Grade Requirement

Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS08 position you must have served 52 weeks at the GS07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note

Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and/or education as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledgeable in the procedures related to enrolling Veterans in and accessing the MyHealtheVet web-based program, comprehensive knowledge of pertinent laws, federal regulations, polices guidelines, VHA directive and procedures that require extensive training, Proficient in several HEC software applications to retrieve Veterans' information; such as, Defense Personnel Records System (DPRIS), Veterans Information Solution (VIS), SHARE, Hospital Inquiry (HINQ), Veterans Benefit Management System (VBMS), Veterans Enrollment System (VES), Veterans Health Information Systems and Technology Architecture (VistA), Electronic Health Record Management to conduct thorough research, analysis and fact-finding to adjudicate Veteran's claims for health care, and make appropriate eligibility determinations, perform a variety of data entry functions, execute data transmissions, monitor workloads, and productivity. Working knowledge of varied functions of computer spreadsheets, database computer applications, etc. to produce and maintain a wide variety of documents. Have sound fundamental knowledge or organizational theory and practice and have a high degree of skill in oral and written communications.

Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note

A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements

This is primarily a sedentary position, but the work requires some walking, bending, stooping, and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines.

Work Environment

The incumbent works in an office/clinical setting. Work areas are generally adequate and shared. Occasional travel is required. He/she frequently walks to and interacts with other services throughout the facility and Community Based Outpatient Clinics. The incumbent observes established safety standards and practices as defined in the facility's policies and guidelines. Incumbent may also occasionally work outside the VA to participate in community events such as Health Fairs, Homeless Veterans Stand Downs and Post Deployment Health Re-assessment (PDHRA).

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.