This position is in Contact Management at the VA Health Resource Center (HRC). The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, Web and Mobile Solutions, and other various VA websites. The incumbent will assist Veterans in the registration and use of these programs.
For GS-6: Possess at least one (1) year of specialized experience that equipped you with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level of GS-5 in Federal service. Specialized experience is understanding of patients benefits to answer questions, resolve problems, and advise callers on available courses of action; possessing oral communication skills to interact effectively with callers and resolve callers inquiries; using of fundamental operations of software such as Microsoft Office products, browsing software, and personal computers and mobile device navigation and operation; possessing business health care practices, Health Insurance Portability Accountability Act rules, and Security and Privacy Act requirements to safeguard patient's personal identifiable information and personal health information. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service Problem Solving Reading Comprehension Technical Competence IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk and sit for long periods of time. 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/.
***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major Duties: Receives inbound telephone calls from Veterans, Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries. Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. Explains the process of filling out a claim for benefits, eligibility requirements, forms and other relevant information. Performs research using approved knowledge management scripting and business processes to determine and resolve each problem. Performs research and utilizes technical references and VA records systems available to resolve identified issues. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Utilizes and records completion of work according to policies, procedures and guidance applicable to the work performed. Reports and tracks user feedback and suggestions and appropriately documents issues and resolution in appropriate system of record. Provides project support according to assigned tasks to provide a single point of contact for usability and navigation related problems for to My HealtheVet program. Provides timely feedback to customers on service request status, resolution actions, and preventive measures for the requests. Perform all duties as assigned. Work Schedule: 06:45am to 7:15pm (Monday-Friday an 8 hour shift) Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Recruitment & Relocation Incentives: Not authorized