Supervisory Insurance Specialist.

Veterans Benefits Administration; Philadelphia (Philadelphia County); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Job summary

Veterans Benefits Administration seeks an experienced supervisor to oversee the Insurance Claims and Policyholder Service Divisions, directing daily operations and ensuring accurate benefit processing. You will guide customer service, administer a nationwide toll-free center, and apply complex rules to decisions affecting veterans.

Responsibilities include forecasting workloads, budgeting resources, and coordinating with leadership to maintain program performance and respond to Congressional

Qualifications

• Oversees daily operations of divisions and applies facts and documentation to procedures.
• Provides guidance on customer service and administers a nationwide toll-free center.
• Analyzes program effectiveness, conducts research, and evaluates outcomes.
• Forecasts workload and plans budget, space, equipment, and training.
• Assists in responding to Congressional and other inquiries and maintains records.

Responsibilities

• Oversees daily operations of Insurance Claims and Policyholder Service Divisions.
• Provides technical guidance in claims authorizations and benefits information.
• Develops research and evaluation on new technologies for nationwide programs.
• Ensures timely responses to inquiries and maintains program records.

Skills

Supervision

Customer service

Policy analysis

Claims processing

Regulatory compliance

Analytical thinking

Job description

• Oversees the daily operations of the Insurance Claims Division and the Policyholder Service Division using delegated authority to make decisions impacting those operations and eligibility for benefits.
• Applies complex facts and conflicting documentation to a wide array of procedures as well as to both national and state statutes, and case law.
• Provides direction and knowledge of customer service principles in order to administer a nationwide toll-free telephone customer service center.
• Provides technical guidance and direction in claims authorizations, benefits information, and other activities related to program benefits.
• Provides technical guidance which covers a wide range of benefit program activities.
• Participates in the research and evaluation of new technologies for the nationwide programs.
• Analyzes and evaluates the effectiveness of programs or operations in meeting established goals and objectives. Conducts studies, surveys, research and analysis concerning operations which may have a major impact on the program and its participants.
• Responsible for keeping the Director, Deputy Director and other Assistant Director's of the Insurance Service informed of changes in the Insurance Claims and Policyholders Service Division and how those changes affect the rest of the benefit program and other programs administered by VA.
• Responsible for providing timely responses to Congressional, White House and other special inquiries concerning Benefits along with the maintenance of records systems.
• Responsible for personnel actions such as filling vacancies, evaluating and reviewing employee performance, and taking disciplinary actions.
• Forecasting of workload by subunit and function in order to plan, budget and provide for adequate staff, space, equipment and training in light of budgetary constraints and rapid technological changes is required.

Duties

• Oversees the daily operations of the Insurance Claims Division and the Policyholder Service Division using delegated authority to make decisions impacting those operations and eligibility for benefits.
• Applies complex facts and conflicting documentation to a wide array of procedures as well as to both national and state statutes, and case law.
• Provides direction and knowledge of customer service principles in order to administer a nationwide toll-free telephone customer service center.
• Provides technical guidance and direction in claims authorizations, benefits information, and other activities related to program benefits.
• Provides technical guidance which covers a wide range of benefit program activities.
• Participates in the research and evaluation of new technologies for the nationwide programs.
• Analyzes and evaluates the effectiveness of programs or operations in meeting established goals and objectives. Conducts studies, surveys, research and analysis concerning operations which may have a major impact on the program and its participants.
• Responsible for keeping the Director, Deputy Director and other Assistant Director's of the Insurance Service informed of changes in the Insurance Claims and Policyholders Service Division and how those changes affect the rest of the benefit program and other programs administered by VA.
• Responsible for providing timely responses to Congressional, White House and other special inquiries concerning Benefits along with the maintenance of records systems.
• Responsible for personnel actions such as filling vacancies, evaluating and reviewing employee performance, and taking disciplinary actions.
• Forecasting of workload by subunit and function in order to plan, budget and provide for adequate staff, space, equipment and training in light of budgetary constraints and rapid technological changes is required.

Requirements

Conditions of employment

Required

As a condition of employment for accepting this position, you will be required to serve a 1-year supervisory probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the Agency;
• whether your continued employment would advance organizational goals of the Agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Additional Conditions Of Employment Are As Follows

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary or trial period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 10/27/2026.

TIME-IN-GRADE REQUIREMENT

Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

• For a GS-15 position you must have served 52 weeks at the GS-14 level.

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. 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.

Minimum Qualification Requirement

GS-15 Grade Level:

Specialized Experience:

You must have one year of specialized experience equivalent to the GS-14 level or higher. Specialized experience is defined as: (1) managing a diverse program where laws, rules, regulations, policies and procedures are followed; (2) planning, organizing, directing, controlling, reviewing, and applying judgment to tasks; (3) compiling and analyzing technical and legal information from available sources to make decisions and resolve problems; and (4) providing information to various stakeholder groups orally or written.

Full vs. Part-Time Employment:

Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis. Applicants wishing to receive credit for such experience must indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements:

The position is primarily in an office setting. Some travel may be necessary on occasion for training, meetings, or customer interactions.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

Education

There is no educational substitution for a GS-15.

Additional information

Special Employment Consideration:

VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

Interagency Career Transition Assistance Plan

ICTAP provides eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting your current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

Placement Policy:

The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. This job opportunity announcement may be used to fill additional vacancies.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members

Please visit the

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP),

Reasonable Accommodation (RA) Requests:

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the

For more information on the "Who may apply" eligibility requirements, please refer to the

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.