Contact Representative

Veterans Health Administration; Fort Riley (KS); On-site; USD 45,000 - 60,000; Full time

Job summary

The Veterans Health Administration is seeking candidates for a position within the Health Eligibility Center in Fort Riley, Kansas. The role involves assessing veterans' eligibility for medical benefits, processing enrollment applications, and managing case management support. Candidates must have specialized experience related to federal regulations and customer interactions. A combination of education and pertinent experience is acceptable, alongside core competencies including communication and organizational skills.

Qualifications

• One year of specialized experience at GS-06 or equivalent.
• Ability to perform research and apply knowledge of federal regulations.
• Experience in managing high-volume customer interactions.

Responsibilities

• Assess and verify veterans' eligibility for healthcare enrollment.
• Process enrollment applications and support case management.
• Follow time-in-grade requirements for federal positions.

Skills

Computer Skills

Organizational Awareness

Oral Communication

Writing

Managing and Organizing Information

Education

4 years of education beyond high school

Job description

The scope of the Health Eligibility Center (HEC), Enrollment Case Management expanded to include support of the veterans' healthcare enrollment system. This support entails assessing and verifying veterans' eligibility status, processing enrollment applications and supporting the Enrollment Case Management, HEC Management.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/30/2026.

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 GS-07 position you must have served 52 weeks at the GS-06. For a GS-06 position you must have served 52 weeks at the GS-05. For a GS-05 position you must have served 52 weeks at the GS-04. 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.

Provide a copy of your last or most recent SF-50, "Notification of Personnel Action", to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.

GS‑07 Specialized Experience

You must have one year of specialized experience equivalent to at least the next lower grade GS‑06 in the normal line of progression for the occupation in the organization. Specialized experience is defined as (1) completing financial assessments to determine eligibility for medical benefits/enrollment; (2) performing research on complex inquiries related to medical benefits/enrollment; (3) preparing written case notes based on interactions with customers/patients in a computerized database; (4) managing the flow of telephone calls, identify caller's issues, and providing appropriate responses; and (5) performing in-depth research and interpretation of federal regulations, polices, and procedures as they relate to medical benefits.

GS‑06 Specialized Experience

You must have one year of specialized experience equivalent to at least the next lower grade GS‑05 in the normal line of progression for the occupation in the organization. Specialized experience is defined as (1) providing guidance to patients/customers on laws, regulations, policies, and procedures; (2) processing requests to update customer/patient information in a computer database. (3) performing telephone calls in a high‑volume response environment (i.e. customer call center); (4) resolving conflicting or inconsistent information in customer/patient files; and (5) managing time and work effectively.

GS‑05 Specialized Experience

You must have one year of specialized experience equivalent to at least the next lower grade GS‑04 in the normal line of progression for the occupation in the organization. Specialized experience is defined as (1) ability to research and apply knowledge on regulations, policies, and/or procedures; (2) preparing oral/written responses to internal and external customers; (3) performing data entry in various computer systems; (4) providing customer service to customers/patients; and (5) providing instructions to customers/patients.

Education

Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school.

Combination

Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond one full-time year of academic study. One year of full‑time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

You will be rated on the following Competencies for this position:

• Computer Skills
• Organizational Awareness
• Oral Communication
• Writing
• Manages and Organizes Information

Additional Assessment Requirements

This announcement requires the submission of an Accomplishment Record Assessment, which measures knowledge, skills, abilities, or competencies.

For more information on these qualification standards, please visit OPM's web site at http://www.opm.gov/qualifications/standards/indexes/alph-ndx.asp.