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, 10/30/2025. GS-6 Time-In-Grade Requirement: There is no Time-In-Grade Requirement for the GS-05 level. GS-6 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-06 position you must have served 52 weeks at the GS-05. 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. GS-7 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-07 position you must have served 52 weeks at the GS-06. 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 and/or education as described below: GS-05 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 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 research and apply knowledge on regulations, policies, and/or procedures Prepare oral/written responses to internal and external customers. Perform data entry in various computer systems. Provide customer service to customers/patients. The ability to provide instructions to customers/patients. OR GS-05: Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR GS-05: Combination of Education and Experience (TRANSCRIPTS REQUIED): A combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level). NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. GS-06 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 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 manage time and work effectively. Provide guidance to patients/customers on laws, regulations, policies, and procedures. Process requests to update customer/patient information in a computer database. Perform telephone calls in a high-volume response environment (i.e. customer call center). Resolve conflicting or inconsistent information in customer/patient files. GS-07 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Complete financial assessments to determine eligibility for medical benefits/enrollment. Perform research on complex inquiries related to medical benefits/enrollment. Prepare written case notes based on interactions with customers/patients in a computerized database. Manage the flow of telephone calls, identify caller's issues, and provide appropriate responses. Perform in-depth research and interpretation of federal regulations, polices, and procedures as they relate to medical benefits. You will be rated on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork 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. 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/.
Incumbent is assigned to the Enrollment Case Management, of the Health Eligibility Center National Call Center. Serves as the subject-matter-expert (SME), adjudicating and authorizing Veteran's eligibility applications for programs such as, but not limited to, enrollment, eligibility for VA healthcare benefits, and financial assessment. Knowledge of Special Emphasis programs to include Caregiver Program, Fugitive Felon Program (FFP), Affordable Care Act, Clay Hunt Act, Camp Lejeune, Agent Orange, Southwest Asia, Burn Pit Registry, Dental Eligibility, Ionized Radiation, Shipboard Hazard and Defense (Project SHAD). Also, requires limited knowledge of Traveling Veterans Coordination (TVC), Indian Health Services (INS), CHAMPVA, Decedent Affairs and Veterans Choice Act. Processes requests to update veterans' personal, eligibility and enrollment information by entering the information into the HEC database and transmits updates to VHA facilities involved in the veteran's care. Responsibilities include communicating with management in regards to veterans' escalated problems and feedback on process improvements. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. 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. 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. Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process. Position Description/PD#: Contact Representative/PD06811A, PD06812A, and PD06813A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.