Summary These positions are located in VHA Office of Integrated Veteran Care (IVC), Integrated External Networks, Customer Experience, Customer Service. The primary function of the Contact Representative (CS) is responding to customer inquiries received via telephone interactions regarding program benefits administered by IVC. Responsibilities This job is open to current permanent Department of Veteran Affairs employees. Area of Consideration- Eligible applications will be reviewed and referred in the following order: 1. Current VA employees designated as surplus or displaced by the VA - Career Transition Assistance Plan (CTAP) eligible 2. Current VA employees of the facility where this vacancy is located (either 810 Vermont Ave NW, Washington, DC 20420 or Denver Federal Center, West 6th Avenue & Kipling Street, Lakewood, CO, 80225 3. Current VA employees of the staff office posting this vacancy - Integrated Veteran Care (current SF-50 must show IVC in box 22 or 135 in box 40) 4. Current employees of the Department of Veterans Affairs Duties include, but are not limited to: Answer incoming telephone calls from customers regarding program benefits administered by IVC. Redeveloping claims for reprocessing, ensuring that all required information and documents are present and complete to facilitate payment of claims. Explaining payment methodologies used in adjudicating medical claims. Utilizing policies and regulations to resolve inquiries. Recording new and/or updated information in computerized databases. Gaining and maintaining expertise in all IVC benefits programs to include CHAMPVA, Spina Bifida, the Foreign Medical Program (FMP), Children of Women Vietnam Veterans (CWVV), CHAMPVA In-House Treatment Initiative (CITI), Caregiver, Camp Lejeune, VA Dental Insurance Program (VADIP). Developing, examining, adjusting, reconsidering, recommending settlement of various @types of claims, receives and processes requests for authorization of healthcare services, supplies and benefits. Assisting in the preparation and development of claims and giving advice and assistance in obtaining evidence and supporting documents that may be necessary. Explaining and advising the basis for payment decisions and reasons for dis-allowance. Informing claimants and applicants of the reasons for approval, denial, rejection, or partial acceptance of their claims and/or applications for benefits. Work Schedule: 8 hour tour Monday-Friday between 5:45am and 5:15pm MT, based on business needs. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual/Remote: This is not a remote position. The selectee will be required to report to a VA facility, Agency/VA approved leased space, or any Federal building designated by VA. Position Description/PD#: Contact Representative/PD04785A 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 To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial 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, 05/13/2026. 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-8 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: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing advisory services to Veterans, beneficiaries, and the public regarding health benefit programs. Explaining complex benefit options, eligibility requirements, and administrative procedures to a diverse customer base primarily through telephone communication, some written communication, and electronic communication. Researching and interpreting VA regulations, policies, and procedures to respond to inquiries and resolve issues related to health benefit programs. Composing written responses to inquiries using standard or customized formats, ensuring clarity and compliance with VA correspondence standards. Utilizing knowledge of medical terminology and office automation (e.g, databases, email) to support customer service functions. 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 although some walking, stooping, bending, reaching, and carrying loads weighing up to 20 pounds is required. Use of computer and telephone is extensive. 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. 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. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. 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 Procedures for Requesting a Reasonable Accommodation for Online Assessments. Career Transition Assistance Plan (CTAP) provide eligible displaced 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 current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
