The position listed below is not with Colorado Interviews but with Department of Veterans Affairs

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Contact Representative; GS-0962-5, PD# 04786A

Denver, CO

Duties:

This position is assigned the organizational title of Customer Service Representative (CSR) under the Chief, Customer Service Center (CSC), of the Department of Veterans Affairs (VA), Veterans Health Administration, and VA Office of Community Care (OCCPC). The primary function of the Customer Service Representative is advising, counseling, reviewing applications and claims and/or responding to requests regarding business processes for all associated health benefit programs which are administered by the OCCPC. This involves personal contacts with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; and (3) assisting individuals in developing needed documents and evidence required, or in resolving errors, delays or other problems in obtaining benefits. Duties include but are not limited to:

* Supports telephonic, written correspondence, live CHAT, and/or electronic contacts as the CSC's mission dictates;

* Obtains In-depth knowledge of programs, laws, regulations, and policies, include communicating knowledge to an extremely diverse customer base;

* Develops, examines, adjusts, reconsiders, recommends settlement of various types of claims, receives and processes requests for authorization of healthcare services, supplies and benefits;

* Furnishes routine information concerning rights and benefits with regard to assigned health benefit programs administered by the OCCPC under laws administered by the Department of Veterans Affairs;

* Informs Supervisor of circumstances which would preclude meeting due dates;

* Assists in the testing of new programs, enhancements to existing processes and new initiatives impacting customer service, such as EDI, telephone systems, etc.;

* Works directly with Veterans, beneficiaries, providers and collection agencies in an effort to mitigate or resolve situations in which the Veteran or beneficiary has been placed in an adverse credit situation due to non-payment and/or untimeliness of payment of medical claims;

* Utilizes a variety of readily available guidelines.

Work Schedule: Monday through Friday, an 8 hour shift will be established between 6:00 am - 6:00 pm depending on organizational requirements.

Position Description Title/PD#: Contact Representative/ PD# 04786A

Relocation Expenses: Relocation expenses are not authorized for this position.

Promotion Potential: The full performance level of this position is GS-08. 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.

* Summary

* Per AFGE Union Agreement the following Areas of Consideration apply:

1) Virtual bargaining unit employees (former CBOPC) under station 742, at their current duty location; and all virtual bargaining unit employees under CBOPC Station 741, at their current duty location; 2) Employees in the rest of Community of Care Station 742; and employees in the rest of CBOPC Station 741; 3) Current Permanent Department of Veterans Affairs employees of any other station and in a position covered by the AFGE Union agreement; 4) All other Current Permanent Department of Veterans Affairs employees; 5) All other Status Candidates.

Our mission: To fulfill President Lincoln's promise"To care for him who shall have borne the battle, and for his widow, and his orphan"by serving and honoring the men and women who are America's Veterans.

YOU CAN MAKE A DIFFERENCE

Office of Community Care (OCC) is responsible for a broad range of activities to support the delivery of health care benefits for Veterans and their Dependents with health care services external to VA facilities. In addition, this business line plans, manages and supports the Contact Center (CC) enterprise-wide learning and workforce development programs. The Cost Center Team's goal is to provide assistance to the field by leading the transformation of Cost Center business practices, implement health benefits policy, and to support the delivery of quality health care through management of the following programs: Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA); CHAMPVA In-house Treatment Initiative (CITI); Non-VA Medical Care Program; Foreign Medical Program (FMP); Spina Bifida Health Care Benefits Program (SB); Children of Women Vietnam Veterans (CWVV); and supporting emerging programs such as the Camp Lejeune Family Member Program (CLFMP).

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. For more information on the"Who may apply"eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

* Qualifications&Evaluations

* To qualify for this position, applicants must meet all the requirements by Monday, December 25, 2017

Advancement to positions up to GS-05: Candidates may be advanced without time restriction to positions up to GS-05 if the position to be filled is no more than two grades above the lowest grade the employee held within the preceding 52 weeks under his or her latest non-temporary competitive appointment.

Specialized Experience GS-05 level: Applicants must have at least one (1) year of specialized experience equivalent to at least the next lower grade (GS-04) in the normal line of progression for the occupation in the organization. Examples of specialized experience includes:

* Assist with explaining and advising the basis for payment decisions and reasons for disallowance;

* Assist with explaining payment methodologies used in adjudicating medical claims to resolve questions about allowable amounts and cost shares;

* Assist with examining routine claims for errors and initiates action to correct such errors in accordance with current operational policies;

* Composes responses to routine inquiries in those cases where replies are required;

* Assist with monitoring controlled correspondence suspense system to ensure compliance with due dates.

OR

Applicants may substitute education for the specialized experience required for the GS-05 level. The education must be at least 4 years above high school obtained in an accredited business, secretarial or technical school, junior college, college or university. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work.

Note: One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. (TRANSCRIPTS REQUIRED).

OR

Applicants may also combine education and experience to qualify at the GS-05 level. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements at grade GS-05. To calculate, first identify the percentage of required education you have earned. Then identify the percentage of required specialized experience that you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. (TRANSCRIPTS REQUIRED)

Note per OPM Qualification Standards: only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement at the GS-05 level. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's web site at

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. PLEASE INCLUDE GRADE AND/OR SALARY, MONTH/YEAR TO MONTH/YEAR, HOURS WORKED PER WEEK AND A DESCRIPTION OF YOUR WORK EXPERIENCE SHOWING THAT YOU MEET THE REQUIRED SPECIALIZED EXPERIENCE.

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 for Position: The work is primarily sedentary although some walking, stooping, bending, reaching, and carrying loads weighing up to 20 pounds is required. Use of computer and telephone is extensive.

Your r sum and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

You will be rated on the following competency factors based upon your application for this position:

1) Ability to explain benefits are coverage to inquirers;

2) Skill counseling, advising and interviewing the general public;

3) Ability to assist with analyzing and evaluating numerous and different types of documents submitted in support of inquiries, reconsiderations, and appeals;

4) Skill in reviewing correspondence and technical documents in order to obtain information.

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.

* Benefits&Other Info

* VA offers a comprehensive benefits package. This link provides is an overview of the benefits currently offered:

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