Contact Representative
Department Of Veterans Affairs - Topeka, KS

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VacancyID: 838964

The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who served our Country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Country's service.

If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans .

The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.

The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define “who we are,” our culture, and how we care for Veterans, their families and other beneficiaries. The Values are I ntegrity, C ommitment, A dvocacy, R espect and E xcellence (“ I CARE ”).

America's Veterans need you!

To find out more, go to http://www.va.gov/jobs/ . KEY REQUIREMENTS

You must be a U.S. citizen to apply for this job.
You will be subject to a background/suitability investigation. DUTIES:

This position involves a multi-grade career ladder . The major duties listed below represent the full performance level of GS-7. At the GS 4 & 5 grade levels, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-7. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds.

These positions are located at the VA Health Resource Center, Topeka, KS. Your duties can include but are not limited to the following:

  • Responds to questions and resolves issues pertaining to Medical Care Cost Fund (MCCF) and/or First and Third Party billing issues.
  • Provides inbound callers with eligibility and benefits counseling.
  • Receives inbound calls from veterans, family members, and/or their legal representatives.
  • Explains the process of filing a claim for benefits to include eligibility requirements, waivers, and required forms/documentation.
  • Receives telephone calls from VA employees regarding eligibility for federal benefits and provides appropriate responses using knowledge based scripts and subject matter expertise.
  • Updates caller records.
  • Trains co-workers and/or new employees on call center procedures.
Work Schedule: Monday - Determined by Supervisor

***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***

QUALIFICATIONS REQUIRED:
GS-4: GENERAL EXPERIENCE: 1 year of progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. 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.

OR

GS-4: SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 2 years of successfully completed 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. (TRANSCRIPTS REQUIRED)

OR

GS-4: COMBINATION OF EDUCATION AND EXPERIENCE: Equivalent combinations of successfully completed post-high education and experience may be used to meet the total experience requirement of the GS-4 level. (TRANSCRIPTS REQUIRED)

GS-5: SPECIALIZED EXPERIENCE: 1 year of specialized experience that equips you with the knowledge, skills and abilities to perform successfully the duties of the position. To be creditable for the GS-05 the experience must have been equivalent to the GS-04 in Federal service. Examples of experience includes; working experience in a call center environment taking/making inbound and outbound calls; responding to and resolving billing inquiries regarding billing issues, using knowledge of first party billing and/or debt collection; establishing payment plans; performing employee benefit and payroll transactions; training co-workers and/or new employees on call center procedures and updating callers records. 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.

OR

GS-5: SUBSTITUTION OF EDUCATION FOR EXPERIENCE : 4 years of successfully completed 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. (TRANSCRIPTS REQUIRED)

OR

GS-5: COMBINATION OF EDUCATION AND EXPERIENCE : Equivalent combinations of successfully completed post high school education and experience may be used to meet total experience requirement at the GS-05 level. (TRANSCRIPTS REQUIRED)

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

  • Knowledge and skill in use of computer applications to document/verify revenue activities, benefits and eligibility in order to provide quality customer service.
  • Ability to perform accounts receivable, billing, insurance and collection procedures.
  • Ability to communicate effectively both orally and in writing, with sensitivity and tact, with people from a wide variety of backgrounds and varying levels of understanding, both giving and asking for a variety of information.
  • Knowledge of the laws, rules and regulations governing health benefits and billing and the ability to apply and interpret these guidelines.
PHYSICAL REQUIREMENTS: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/qualifications .

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Please refer to this checklist to ensure proper accreditation and for foreign education requirements.

Veteran's Preference:
When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability. If the military member is within 120 days of separation and does not yet have a DD214, the member may instead submit any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed.

Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference ," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf ) and required documentation with your application materials. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx .

HOW YOU WILL BE EVALUATED:
Applicants will be ranked based on four quality groups, as follows:

Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;

Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;

Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and

Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group. Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group. Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group. The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview. The remaining groups may be referred based on the number of applicants available. BENEFITS:

VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered: http://www.va.gov/jobs/job_benefits/benefits.asp .

The Federal Government has special appointing authorities for persons with qualifying disabilities (go to http://www.opm.gov/disability/peoplewithdisabilities.asp ). For additional information on these, and other special appointing authorities, refer to this checklist or contact the hiring Human Resources Management Service at: 120 SE 6th St
Suite 102
Topeka, KS 66603
USA

OTHER INFORMATION:
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.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal 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 (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/ctap/index.asp .

VA may offer newly-appointed Federal employees 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.

This job opportunity announcement may be used to fill additional vacancies.

You may be required to serve a probationary period.

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About this company
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The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...