The primary purpose of the position is to respond to questions and resolve issues pertaining to administrative support of medical center pharmacies during inbound and outbound correspondence and to provide guidance and assistance to junior staff through monitoring and coaching.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/23/2025. 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-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 as described below: 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) Receiving and responding to telephone calls/inquiries. 2) Provides mentorship, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team. 3) Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. 4) Resolves issues and/or escalated calls without the involvement of a supervisor except in unusual circumstances. 5) Utilizing various automated systems/databases. 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/.
Major duties include, but are not limited to: Receives telephone calls from and responds to veterans, their family members and/or legal representatives concerning basic billing inquiries by responding to their questions and concerns and resolving administrative pharmacy activities. Processes medication refills. Determines most appropriate action and identifies alternatives in resolving issues through in-depth research, interprets and analyzes master record information contained within the VistA system and other systems of records. Ensure that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team strategies, goals, objectives, work plans and work products and services. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Coach the team in the selection and application of appropriate problem solving methods and techniques, provide advice on work methods, practices and procedures, and assist the team and/or individual members in identifying the parameters of a viable solution. Lead the team in: identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level and/or occupational specialization; adjusting to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; and ensuring that each employee has an integral role in developing the final team product. Train or arrange for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects, and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks. Monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met. Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation, presentation and communication of work-related information to the supervisor. Research, learn and apply a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products. Work Schedule: Full-time, 40 hours per week. This call center operates 24/7/365 and your shift will be anytime between Sunday through Saturday, including nights. Hours are TBD. Remote: This position is not authorized for Remote work. Telework: This position is not authorized for Telework. Virtual: This position is not authorized for Virtual work. Position Description/PD#: Lead Contact Representative/PD07467A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized