The scope of the Health Eligibility Center (HEC), Enrollment Case Management expanded to include support of the veterans' healthcare enrollment system. This support entails assessing and verifying veterans' eligibility status, processing enrollment applications and supporting the Enrollment Case Management, HEC Management.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2025. 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-08 position you must have served 52 weeks at the GS-07 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. 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, GS07, 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 leadership, guidance, and technical direction to employees to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Handling escalated calls. Providing clarification to employees regarding standard operating procedures, business processes, job aids, and knowledge management scripting. Responding to inquiries by answering questions and resolving complex issues. Preparing well-defined case notes to document when actions are effected, available resources are insufficient to answer caller inquiries, and/or additional research is required. You will be rated on the following Competencies for this position: Accountability Attention to Detail Customer Service Problem Solving 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 slight physical effort may be required. Use of a computer and keyboard 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/.
The primary purpose of the position is to serve as Lead Contact Representative by providing guidance and assistance to junior staff, i.e. Contact Representatives in the performance of their duties. The Lead Contact Representative performs work that is of the same kind and level as the highest level of work accomplished by the section. Contact Representatives respond to questions and resolve issues pertaining to eligibility, enrollment, VBA benefits, Veteran appointment information, provide counseling for questions related to eligibility and health benefits and other related services to Veterans, Veterans' family members and/or representatives, the public and VA employees. HEC Contact Representatives receive inquiries via inbound and outbound calls, e-mails, eGain, and mailed correspondence. The Lead Contact Representative will also complete quality reviews and coaching to junior staff that support the mission, vision and values of the HEC and our Customer's expectations and to provide statistics and recommendations to the business unit regarding staff performance and quality of services provided to our Veterans. These tasks will be completed by conducting quality reviews of the HEC customer calls including: analyzing the quality of call handling, reviewing service request management, checking accuracy, consistency, effectiveness and timeliness. The review of documentation, data collection be reviewed and the Contact Representative will be coached on the proper processing until the Lead Contact Representative deems the CR capable of completing calls properly. The Lead Contact Representative also acts in a supervisor capacity when the supervisor is on leave or as needed. Work Schedule: Full time, 40 hours per week/8 hours per shift, hours of operation are 6:45am-7:15pm CST. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening and night hours. Official tour of duty will be selected based on business needs and will start after training is completed. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process. Definition of Virtual work - Employee works outside of original hiring duty station at VA-owned or leased space. Position Description/PD#: Lead Contact Representative/PD06820A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Authorized. Permanent Change of Station (PCS): Not Authorized.