Contact Representative

U.S. Department of Veterans Affairs; Smyrna (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

The U.S. Department of Veterans Affairs in Smyrna, Georgia is seeking candidates for a position within the Health Eligibility Center. This role involves providing guidance on healthcare benefits eligibility, conducting complex inquiries, and managing a high-volume call environment. Applicants need experience equivalent to GS-06 and must meet specific time-in-grade requirements. Full-time work is expected, with a possibility of telework discussed during the interview. Applications are accepted continuously until September 30, 2027.

Qualifications

• One year of specialized experience equivalent to GS-06.
• Experience in financial assessments, research on medical benefits/enrollment.
• Ability to provide guidance and process customer requests.

Responsibilities

• Provide guidance on regulations for healthcare benefits eligibility.
• Conduct calls in a high-volume environment.
• Prepare written responses to complex inquiries.

Skills

Computer Skills

Organizational Awareness

Oral Communication

Writing

Manages and Organizes Information

Education

4 years above high school

Job description

Summary

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.

Qualifications

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.

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; (5) performing in‑depth research and interpretation of federal regulations, policies, 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. 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; (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. 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; (5) providing instructions to customers/patients.

OR 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.

OR 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.

Competencies for this position include Computer Skills, Organizational Awareness, Oral Communication, Writing, and Manages and Organizes Information.

Additional Assessment Requirements: Executive Order (EO) 14170 – Reforming the Federal Hiring Process and Restoring Merit to Government Service (“Restoring Merit”) – and the Chance to Compete Act of 2024 require agencies to incorporate skills‑based and competency‑based technical assessments into the Federal hiring process. This announcement requires the submission of an Accomplishment Record Assessment – a knowledge‑skills‑abilities assessment.

Experience credit: Federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee’s position is creditable when documented by satisfactory evidence (e.g., a memorandum from the manager, HR director, or official documentation such as SF‑52, SF‑50). The documentation must indicate whether the employee performed the duties full time or, if part‑time, the percentage of times the employee performed the additional duties.

Volunteer work: Applications 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. Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience – including volunteer experience.

Full year of work is considered 35–40 hours 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.

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

Duties

• This is an OPEN CONTINUOUS ANNOUNCEMENT
• Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available
• Applications will remain on file until September 30 – 2027
• The initial application review cut‑off for this job announcement is 50 applications
• The first 50 applications received will be considered first
• Applications received after the initial cut‑off number (50 applications) may not receive consideration unless otherwise requested by management
• If management requests additional certificates – applicants will continue to be reviewed in groups of 50 in the order they applied
• Note: Submitting multiple applications will change the order in which your application is reviewed
• Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory – qualification – and performance requirements are met
• Selection at a lower grade level does not guarantee promotion to the full performance level
• Work Schedule: Full time – 40 hours per week / 8 hours per shift – hours of operation are 6:45am – 7:15pm CST
• Tour of duty based on organizational needs and determined by seniority – most new employees will work evening – and night
• Official tour of duty will be selected based on business needs and will start after training is completed
• Remote: This position is not authorized for Remote work
• Telework: This position may be authorized for Telework
• Telework eligibility will be discussed during the interview process
• Virtual: This position is not authorized for Virtual Work
• Definition of Virtual work: Employee works outside of original hiring duty station at VA‑owned or leased space
• Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in‑person work unless they have an approved exemption already in place
• Position Description/PD#: Contact Representative/PD06813A – PD06812A – and PD06811A Relocation/Recruitment Incentives: Not Authorized
• Critical Skills Incentive (CSI): Not Approved
• Permanent Change of Station (PCS): Not Authorized
• Duties: Provide guidance to other organization representatives on the regulations, policies, and procedures as they relate to eligibility for income‑based healthcare benefits
• Conduct calls in a high‑volume environment
• Update patient information in an electronic patient record database
• Independently determine extent of replies – factual accuracy – style – format – whether certain information may be furnished for requests for information
• Prepare written responses on a broad spectrum of complex inquiries from internal and external customers.