Summary 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. Responsibilities Duties include, but are not limited to: developing of performance standards, writing position descriptions, evaluating work performance, and counseling of employees whose performance is not satisfactory, initiating disciplinary actions when necessary, hearing and resolving complaints from employees, providing expertise in eligibility issues to medical center staff. evaluating and managing flow of work within the Section. Assigning daily tasks; identifying changing needs for technical and administrative support and revising office operations. 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. Also, ensuring policy adherence, task reviews, delegation of work developing and managing databases necessary for tracking TQI training/participation and making recommendations as to funding and policy issues based upon the information collected. Responsibilities include 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, ensuring policy adherence, task reviews, delegation of work developing and managing databases necessary for tracking TQI training/participation and making recommendations as to funding and policy issues based upon the information collected. managing expendable supplies and nonexpendable equipment, including but not limited to automated data processing (ADP), Audio Visual and/or other computer-based equipment. Maintaining accurate inventories and accounting for the use of all assigned equipment, supplies, space, and fiscal resources. Reviewing annual inventory documents for accuracy and resolves discrepancies. Providing guidance and assistance in preparing plans for acquisition of equipment. Supervising and maintaining systems for record keeping including timecards, and other financial reports, budget tracking, purchasing, and contract obligations to assure that workforce and workload are balanced. Providing guidance and initiating training of all new Enrollment and Eligibility staff and Patient Service Associates, i.e Telephone Operators, in the VA Medical Center (VAMC) policies, guidelines, and procedures. thoroughly working knowledge of the development and integration of VistA and CPRS, as well as the network operating systems and office applications software relevant to the clinical and administrative end users within the service. Using available teaching aids, technical manuals, education staff, information technology staff and other available resources to train and disseminate information to end users on the applicable software they need to perform their job. thoroughly knowledgeable in program planning, enrollment, eligibility and preregistration, representing facility leadership in professional settings, resource utilization, strategic planning, organizational development, and outreach. training on regulatory guidelines of eligibility, benefits, travel, orientation. corresponding regarding veterans, congressional offices, veteran services representatives, and other individuals. assisting in the design, implementation, and management of program data systems. training and understanding on business cycle support and administration, including insurance capture buffer software, kiosk programs, staff training, malfunction resolution and program implementation and expansion, briefing services and staff. Managing the business cycle process of the DVAHCS. Training on billing to workers compensation, Tricare, IDES, and ChampVA. serving as the outreach committee chairperson, including responsibilities with statewide outreach events and seminars. Working directly with government to establish a provider network in the private sector, including eligibility and enrollment. Work Schedule: Monday through Friday, 0800-1630 Virtual: This is not a virtual position. Position Description/PD#: (Supervisory) Contact Representative (Enrollment and Eligibility Manager)/PD921100 Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not authorized Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year 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. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/04/2026. 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-9 position you must have served 52 weeks at the GS-7. 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. You may qualify based on your experience as described below: Specialized Experience: One year of specialized experience equivalent to at least the next lower level in the normal line of progression that demonstrated knowledge of the methods and procedures for providing or performing a variety of functions and services applicable to the position to be filled; 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. You will be rated on the following Competencies for this position: 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/. Education There is no educational substitution at this grade level. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the @context of healing relationships and healing environments and a connection back to Veteran's community. This aligns with Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. The Fair Chance to Compete for Jobs Act (or the Act) prohibits the Department of Veterans Affairs (VA) from requesting applicant criminal history record information before extending a conditional or tentative offer of employment. In accordance with 5 U.S.C § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Act. Applicants who believe they have been subjected to a violation of the Act, may submit a written complaint within 30 calendar days of the date of the alleged non-compliance to VA at vacofairchanceact@va.gov. Applicant written complaints should include the following: Administration name: Veterans Health Administration (VHA) Office name, employee name and contact information or contractor who made contact (if known). Date of contact. Details regarding the job opportunity announcement applied to, and copies of any documents or other evidence related to the complaint. Visit Office of the Chief Human Capital Officer (OCHCO) for more information.
