The primary purpose of this position is to respond to questions, research, identify and resolve issues pertaining to Medical Care Cost Fund (MCCF) first-party and third-party billing practices; provide eligibility and benefits counseling; and other related services to Veterans, Veteran family members, and/or representatives, the public, and VA employees. *** This is not a Remote position. If selected, your duty location will be a VA-owned or leased facility ***
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/21/2025. 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-06 position you must have served 52 weeks at the GS-05. 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: GS-06 Grade Level: 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: 1. Receives and generates telephone calls. 2. Performs all duties of the position while exhibiting excellent customer service skills. 3. Uses ability to perform a variety of computer skills, such as with Microsoft Word and Excel. 4. Uses data entry skills. 5. Uses ability to communicate with individuals and with groups. GS-07 Grade Level: 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: 1. Receives and generates telephone calls from a variety of individuals concerning billing inquiries. 2. Conducts calls concerning billing and debt collection. 3. Enters, authorizes, submits, and confirms electronic payments using an electronic payment system. 4. Researches and reviews patient accounts. 5. Provides appointment information to patients. 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 major duties listed below, represent the full performance level of GS-07. At the GS-06 grade level, 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-07. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance and availability of higher level work. Major duties include but are not limited to: Receives telephone calls from and/or generates telephone calls to Veterans, their family members and/or legal representatives concerning billing inquiries. Responds to their questions and concerns, researches, identifies, and resolves complex billing issues. Complex billing issues include Federal Pharmacy (FP) topics such as third-party insurance billing, Treasury Offset Program (TOP) and Debt Management Center (DMC) offsets/collections, Income Verification Match (IVM), Repayments Plans, Waivers, Bankruptcy, Service Connection, Means Test, Pharmacy Issues, Lesser DMC setup, Suspending Charges, and Fugitive Felon, Audits, Death Notification. Calls involve a broad range of topics and include first-party and third-party billing and debt collection, pre-registration record updates, Veterans' benefits, eligibility requirements, credit card payments, and other sources of information and related topics. Asks clarifying questions to ensure that the primary issue of the caller is identified and to identify any other concerns and issues that may or may not be related. Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises what forms, evidence, and documentation that must be submitted along with any other relevant information for each different action necessary. Receives telephone calls from and responds to Veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy related issues and inquiries by responding to their questions and concerns and resolving administrative pharmacy activities. Provides comprehensive explanation of Pharmacy Customer Care (PCC) processes and benefits which PCC provides. Calls involve discussion and interview of the caller to evaluate their knowledge and understanding of the administrative processes and actions necessary, to include alternatives, to resolve issues. Explains various pharmacy functions in response to questions and concerns as well as performs medication queries and research. 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, Monday through Friday, 8 hour shift between 6:45am-7:15pm CST. Official tour of duty will be selected based on business needs and will start after training is completed. Position Description/PD#: Contact Representative/PD00708A and PD00707A Remote: This position is not authorized for Remote work. Telework: This position is not authorized for Telework. Virtual: This position authorized for Virtual work. If selected, your duty location will be a VA-owned or leased facility Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required