Contact Representative

US-Department-of-Veterans-Affair; Smyrna (GA); On-site; USD 42,000 - 59,000; Full time

Job summary

The United States Department of Veterans Affairs is seeking individuals to serve in the Contact Management Division, Help Desk, providing eligibility and benefits counseling to Veterans and other users of VA digital resources.

The role involves handling a high volume of inquiries, documenting case notes, and performing data entry into multiple systems to support patient benefits and enrollment processes.

Qualifications

• One year of specialized experience at GS-4 level in the Federal service, handling caller inquiries and documenting case notes.
• Education above high school can substitute for experience per policy.
• Combination of experience and education can meet total qualification requirements.

Responsibilities

• Provide eligibility and benefits counseling to Veterans and users.
• Assist with website navigation and customer support for VA digital tools.

Skills

Telephone support

Data entry

Customer service

Education

4 years of education above high school

Job description

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.

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-qualifications/general-schedule-qualification-standards/.