Specialty Contact Representative US Department of Veterans Affairs Denver

Title Specialty Contact Representative
Date 2020
Company US Department of Veterans Affairs
City Denver

Short Description :

Inquiries Exercises some independent judgment in establishing priorities to meet deadlines VA may offer newlyappointed Federal employees credit for their jobrelated nonfederal experience or active duty uniformed military service quotActive servicequot defined in title 37, United ,…

Full Description :

    Duties Summary

    This position is assigned the organizational title of Specialty Customer Service Representative (CSR) under the Chief, Contact Center of the Customer Experience, Office of Community Care, Department of Veterans Affairs (VA), Veterans Health Administration. The primary function of the Specialty Customer Service Representative is advising, counseling, reviewing applications and claims and/or responding to requests regarding business processes for all specialty health benefit programs.

    Responsibilities
    • Explains payment methodologies used in adjudicating medical claims.
    • Examines routine claims for errors and initiates action to correct such errors in accordance with current operational policies.
    • Monitors controlled correspondence suspense system to ensure compliance with due dates.
    • Initiates processing of legal documents received in the office.

    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: Monday-Friday; 5:45a.m. -6:00p.m. MST; 40 hours per week
    Compressed/Flexible: Not Available
    Telework: ADHOC available
    Virtual: This is not a virtual position.
    Position Description/PD#: Specialty Contact Representative/PD04785A and PD04788A
    Relocation/Recruitment Incentives: Not Authorized
    Financial Disclosure Report: Not required Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    8

  • Job family (Series)

    0962 Contact Representative

  • Requirements

    Requirements Conditions of Employment
    • You must be a U.S. Citizen to apply for this job
    • Designated and/or random drug testing may be required
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to background/security investigation
    • Selected applicants will be required to complete an online onboarding process
    Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/01/2020.
    Time-In-Grade Requirement GS-07: 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.
    OR
    Time-In-Grade Requirement GS-08: For a GS-08 position you must have served 52 weeks at the GS-07. 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.
    OR
    VRA: Are you applying based upon your eligibility for consideration as a VRA applicant?
    OR
    30% Disabled Veteran/Schedule A: Are you eligible for consideration for a noncompetitive appointment based upon a severe disability (Schedule A appointment 5 CFR 213.3102 "u", Appointment of persons with disabilities; intellectual disabilities, severe physical disabilities, or psychiatric disabilities; and/or Disabled veterans with a compensable service-connected disability of 30% or more?
    OR
    VEOA: Are you eligible for consideration for your FIRST civilian federal service appointment based being a preference eligible OR veteran separated from the armed forces after 3 or more years of continuous active service performed under honorable conditions. Veterans who were released shortly before completing a 3-year tour are considered to be eligible. ("Active service" defined in title 37, United States Code, means active duty in the uniformed services and includes full-time training duty, annual training duty, full-time National Guard duty, and attendance, while in the active
    You may qualify based on your experience and as described below:
    GS-07 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Contact Representative, GS-07 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the grade 06 level in Federal service to qualify at the grade 07.
    Examples of specialized experience include:
    • 1. Provides input, guidance and recommendations to Supervisor(s) on a case by case basis.
    • 2. Exercises some independent judgment in establishing priorities to meet deadlines.
    • 3. Examines routine claims for errors and initiates action to correct such errors in accordance with current operational policies and procedures.
    • 4. Assists in the preparation and development of claims and gives advice and assistance in obtaining evidence and supporting documents that may be necessary.
    • 5. Informs claimants and applicants of the reasons for approval, denial, rejection, or partial acceptance of their claims and/or applications for benefits.

    GS-08 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Contact Representative, GS-08 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the grade 07 level in Federal service to qualify at the grade 08.Examples of specialized experience include:
    • 1. Explains and advises the basis for payment decisions and reasons for dis-allowance.
    • 2. Redevelops claims for reprocessing, ensuring that all required information and documents are present and complete to facilitate payment of claims.
    • 3. Conducts telephone interviews and creates responses to routine inquiries.
    • 4. Exercises some independent judgment in establishing priorities to meet deadlines.
    • 5. Examines routine claims for errors and initiates action to correct such errors in accordance with current operational policies and procedures.
    • 6. Informs claimants and applicants of the reasons for approval, denial, rejection, or partial acceptance of their claims and/or applications for benefits.
    • 7. Assists in the preparation and development of claims and gives advice and assistance in obtaining evidence and supporting documents that may be necessary.
    You will be rated on the following Competencies for this position:
    • Analytical Reasoning
    • Communications
    • Customer Service
    • Insurance

    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 with long periods of sitting at a desk, working with computers daily. Some work may require walking in offices and similar areas for meetings. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. The work does not require any special physical effort.
    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.
    Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

    Additional information

    Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
    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.
    The Career Transition Assistance Plan (CTAP) provides 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 ICTAP and 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/.
    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.
    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
    This job opportunity announcement may be used to fill additional vacancies.
    Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
    For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
    If you are unable to apply online view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
    Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

    Background checks and security clearance Security clearance

    Other

    Drug test required

    No

    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process
  • Required Documents

    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    • Resume

    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
    • Cover Letter
    • DD-214/ Statement of Service
    • Disability Letter (Schedule A)
    • Disability Letter (VA)
    • Other (1)
    • Performance Appraisal
    • Resume
    • Separation Notice (RIF)
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript

    SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
    • Most recent SF-50 if you are a current or former Federal employee
    • An SF-50 showing 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
    • Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
    • Examples of appropriate SF-50's include:
      • Within grade increases at the highest grade held; or
      • Promotions with an effective date more than one year old; or
      • SF-50's at the highest grade held with an effective date more than one year old.
    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
  • Benefits

    Benefits

    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. Learn more about federal benefits.

    Review our benefits

    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.


Help This job is open to
  • Career transition (CTAP, ICTAP, RPL)

    Federal employees who meet the definition of a "surplus" or "displaced" employee.

  • Individuals with disabilities
  • Internal to an agency

    Current federal employees of this agency.

  • Special authorities

    Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.

Clarification from the agency

1st area of consideration (AOC): Career Transition Assistance Plan eligible applicants 2nd AOC: Current permanent Office of Community Care/Delivery Operations VA employees at station 741 in physical duty station 3rd AOC: Current permanent AFGE bargaining unit VA employees in the rest of Office of Community Care/Delivery Operations station 741 4th AOC: 30% or more service connected, VRA, VEOA, Schedule A

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