Supervisory Contact Representative

Veterans Health Administration; Dayton (OH); On-site; USD 65,000 - 86,000; Full time

Job summary

Veterans Health Administration’s Dayton, OH campus seeks a Supervisory Contact Representative (Enrollment and Eligibility Manager) to lead the Enrollment/Eligibility function within the Patient Business Service. The role oversees Telephone Operators and Enrollment staff to ensure accurate processing of enrollment actions and eligibility determinations.

The incumbent will coordinate with medical staff and facility leaders, ensuring compliance with federal requirements, and will manage workflows,

Qualifications

• Time-in-grade requirements for current federal employees (GS-07 to GS-09) and submission of SF-50 as needed.
• Specialized experience for supervisory administrative support, coordinating workflows and staff tasks.
• Ability to interpret regulatory/procedural requirements and manage supplies, timekeeping and personnel paperwork.
• Experience interviewing supervisors and employees to gather information about missions, functions, and procedures.
• Knowledge of data management concepts and ability to use computers for communication, word processing, and data analysis.

Responsibilities

• Supervise/oversee the Patient Service Associates and Contact Representatives.
• Serve as Enrollment Coordinator within the facility, coordinating enrollment/eligibility activities.
• Coordinate with physicians, managers, and office staff to gather needed information and ensure efficient operations.

Skills

Staff supervision

Communication skills

Organization & planning

Interpersonal collaboration

Regulatory understanding

Job description

The Dayton, Ohio Veterans Affairs Medical Center's Patient Business Service is recruiting for a well-qualified (Supervisory) Contact Representative (Enrollment and Eligibility Manager). The Support Services Supervisor will serve in an Enrollment Coordinator capacity for the facility. The employee will supervise/oversee the Patient Service Associates (i.e. Telephone Operators) and Contact Representatives.

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-09 position you must have served 52 weeks at the GS-07. 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.

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: ability to plan, organize, and control work involving diverse activities; ability to gain cooperation and coordinate the work of others; and skill in oral and written communications. Examples of qualifying specialized experience include and must be shown:

• Functions as the supervisor of administrative support staff by evaluating and managing flow of work within the Section. Assigns daily tasks equitably and appropriately in a manner that will assist in attaining optimal efficiency in administrative support functions. Identifies changing needs for technical and administrative support and revises office operations to meet changing needs.
• Responsible for leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semiannual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities.
• The ability to interpret and apply regulatory and procedural requirements and process unusually difficult and complicated transactions are necessary. Responsibility will be delegated for supplies and equipment, supervisory time keeping, personnel paperwork, files management and retrieval and updating correspondence, special documents, and memos.
• Skill in conducting interviews with supervisors and employees to obtain information about organizations missions, functions, and work procedures. Ability to effectively collaborate with physicians/medical staff, managers, administrators, Central Office staff internal and external stakeholders to gather information/data.
• Knowledge of and skill in data management principles and concepts, as it relates to automated systems, computer programs and data sources. Ability to use the computer for electronic communication, work processing, and data analysis.

Experience

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

The work is primarily sedentary, but may require some walking, bending, stooping, standing, stretching, and carrying objects such as files/binders and lifting moderately heavy equipment or other items weighing less than 20 pounds such as Tandberg video equipment or VA informational brochures. The position requires travel (primarily within the facility geographic area) involving day trips, with occasional overnight trips. Work also requires spending time performing keyboarding duties and speaking on the phone for extended periods of time.

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/