Contact Representative

U.S. Department of Veterans Affairs; Smyrna (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking personnel to join the Contact Management Division - Help Desk. The role focuses on eligibility and benefits counseling, assisting Veterans and other users with MyHealthyVet, VA.gov, AccessVA, and Beneficiary Travel Self Service System.

Candidates will provide customer support and navigate VA mobile apps and related tools. Responsibilities include documenting interactions, researching inquiries, and guiding users through login and navigation of

Qualifications

• 1 year of specialized experience at the GS-4 level in the federal service is required.
• Education alone can substitute for experience per the standard.
• Combination of education and experience can meet the requirement.

Responsibilities

• Handle inbound calls from Veterans regarding benefits and eligibility.
• Provide information on VA benefits and enrollment requirements.
• Document calls and maintain case notes in the system.
• Triages and resolves routine issues and guides users on VA websites.

Skills

Phone support

Customer service

Data entry

Research

Education

4 years of education above high school

Transcripts required

Job description

Summary

These positions are located in the Contact Management Division - Help Desk Section of the Health Resource Center in VHA Member Services. The primary function of the position is to provide eligibility and benefits counseling; website and mobile navigation; customer support to Veterans and all other users of the MyHealthyVet website - VA.gov website - AccessVA Services and Tools - Beneficiary Travel Self Service System - VA Mobile Applications - and other various VA websites.

Summary

These positions are located in the Contact Management Division - Help Desk Section of the Health Resource Center in VHA Member Services. The primary function of the position is to provide eligibility and benefits counseling; website and mobile navigation; customer support to Veterans and all other users of the MyHealthyVet website - VA.gov website - AccessVA Services and Tools - Beneficiary Travel Self Service System - VA Mobile Applications - and other various VA websites.

Qualifications

IN ORDER TO QUALIFY FOR THIS POSITION AT THE GS-5 LEVEL YOU MUST MEET ONE OF THE FOLLOWING REQUIREMENTS: SPECIALIZED EXPERIENCE FOR GS-5: You must possess 1 year of specialized experience - equivalent to the GS-4 level in the Federal service - that equipped you with the particular knowledge - skills - and abilities (KSA's) needed to successfully perform the duties of the position and that is typically in or related to this Contact Representative position to be filled. Specialized experience for the position includes answering a large volume of telephone calls and inquiries related to patient healthcare benefits - eligibility - and enrollment; preparing written correspondence and well-defined case notes on calls; performing data entry into various computer systems - patient records and databases. (THIS EXPERIENCE MUST BE SUPPORTED BY YOUR RESUME TO BE CREDITABLE.) ~OR~ SUBSTITUTION OF EDUCATION FOR EXPERIENCE FOR GS-5: You must have successfully completed 4 years of education above high school. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college - or university. 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. (COPY OF TRANSCRIPTS ARE REQUIRED AT TIME OF APPLICATION) ~OR~ COMBINATION OF EXPERIENCE AND EDUCATION FOR GS-5: You must possess equivalent combinations of successfully completed post-high school education and specialized experience to meet total qualification requirements at the GS-5 level. 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. (THIS EXPERIENCE MUST BE SUPPORTED BY YOUR RESUME TO BE CREDITABLE AND COPY OF TRANSCRIPTS ARE REQUIRED AT TIME OF APPLICATION) IN ORDER TO QUALIFY FOR THIS POSITION AT THE GS-5 LEVEL YOU MUST MEET ONE OF THE FOLLOWING REQUIREMENTS: SPECIALIZED EXPERIENCE FOR GS-6: You must possess 1 year of specialized experience - equivalent to the GS-5 level in the Federal service - that equipped you with the particular knowledge - skills - and abilities (KSA's) needed to successfully perform the duties of the position and that is typically in or related to this Contact Representative position to be filled. In addition to the specialized experience for the lower grade level above - the GS-6 specialized experience includes performing research and interpretation of medical benefits regulations - policies - and procedures to resolve complex inquiries/problems; aids in training/mentoring representatives on call center procedures. (THIS EXPERIENCE MUST BE SUPPORTED BY YOUR RESUME TO BE CREDITABLE.) 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-qualification-standards/general-schedule-qualification-standards/.

Duties

• ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major duties and responsibilities include: Receiving inbound telephone calls from Veterans - Veterans family members and/or legal representatives - the public - and VA employees regarding VA and related non-VA benefits available to Veterans - dependents of Veterans - and beneficiaries
• Determining most appropriate action or identifies alternatives in resolving issue (s) through in depth research and interpretation
• Providing information on benefits and eligibility requirements
• Providing instructions to Veterans - caregivers - VA staff on the use of VA eligibility - benefits and healthcare related websites
• mobile applications
• Identifying/resolving different types of issues and problems reported such as password reset - website usability
• Seeking assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful
• Reporting and tracking user feedback and suggestions
• appropriately documenting issues and resolution in appropriate system of record
• Utilizing - adhering to - and carrying out tasks outlined in local and national policies and procedures - assisting users with login actions - troubleshooting issues - navigation of the sites and tools
• Reporting and escalating system issues when discovered to appropriate personnel - requesting support from supervisor/Lead in a timely fashion
• Responding to requests for technical assistance via phone - email or webchat as assigned by supervisor
• Providing support for VA emerging Mobile Applications and Web Technology - assisting users in basic navigation in Web Mobile Tools and iPad support
• Serving as mentor and aiding in training entry-level representatives on call center procedures and other job requirements
• Assisting in the triaging and resolution of trouble issues reported such as - but not limited to - password resets - website and mobile application usability
• navigation
• troubleshooting of features and functionality
• Researching using approved knowledge management scripting and business processes to determine and resolve each problem
• Performing other duties as assigned
• Work Schedule: Monday through Friday - 8-hour shift between 6:45 am - 7:15 pm
• Official tour of duty will be selected based on business needs and will start after training is completed
• Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service - increase worker productivity - and better prepare the agency to operate during emergencies
• This position may be authorized for Ad-Hoc telework
• Telework eligibility will be discussed during the interview process.