Contact Representative

Veterans Health Administration

Phoenix, AZ

JobSummary

This position is in First Party Operations section at the VA Health Resource Center.

LowGrade

HighGrade

PromotionPotential

SubAgencyName

Member Services - Health Resource Center (HRC) - First Party

OrganizationCodes

VA/VATA

Relocation

False

HiringPath

fed-transition
fed-internal-search

MCOTags

TotalOpenings

Many

AgencyMarketingStatement

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? ****This is an open continuous announcement. Qualified applicants will be considered and referred as vacancies become available. Applications will remain on file until this announcement closes.**** Cutoff dates: 04/15/26, 05/01/26, 06/01/26, 07/01/26, 08/01/26, 09/01/26, 10/01/26, 11/01/26, 12/01/26, 01/01/27, 02/01/27, 03/01/27, 04/01/27. ****This is NOT a remote position****

TravelCode

ApplyOnlineUrl

https://apply.usastaffing.gov/Application/Apply

DetailStatusUrl

https://apply.usastaffing.gov/Application/ApplicationStatus

MajorDuties

****This is an open continuous announcement. Qualified applicants will be considered and referred as vacancies become available. Applications will remain on file until this announcement closes.**** Cutoff dates: 04/15/26, 05/01/26, 06/01/26, 07/01/26, 08/01/26, 09/01/26, 10/01/26, 11/01/26, 12/01/26, 01/01/27, 02/01/27, 03/01/27, 04/01/27. ****This is NOT a remote position**** Major duties 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. Major duties include but are not limited to: Receives and generates telephone calls from patients, family members, and/or legal representatives concerning billing inquiries; Researches, identifies, and resolves complex billing issues; Receives telephone calls from and provides information to the public on a variety of medical benefits to patients, their dependents, and their beneficiaries: Conduct calls concerning first party and third party billing and debt collection; Perform in-depth research, interpretation, and analysis of medical records to resolve issues or discrepancies; Reviews, updates, and edits master record information in a patient record system; Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises on forms; Prepares well-defined case notes when actions are effected, available resources are insufficient to answer the caller's inquiry, and/or additional research is required; Respond to patient and/or customer inquiries via phone, e-mail, and through other forms of secure messaging; Conducts phone calls concerning routine and non-routine pharmacy related issues and inquiries and track status of patients prescriptions; Perform necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit related issue resolution; Discussions and interviews with callers to evaluate their knowledge and understanding of the administrative processes and actions necessary in order to resolve issues; Educate patients on obtaining medication refills and provide appointment information; Receive calls from patient's family members to complete payments on behalf of the patient; Enters, authorizes, submits, and confirms electronic payments using an electronic payment system such as the Pay.Gov website; Perform proper review and research to identify payment error issues using a patient computer based system; Research patient accounts to determine what correspondence should be mailed and to ensure the correct patient receives the right correspondence; Receives and responds to billing questions from patients using a secure web based messaging system; Proofreads responses and sends correspondence for payment histories, waivers, repayment plans, and meant test using a web based secure messaging portal 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-7:30pm CST. Official tour of duty will be selected based on business needs and will start after training is completed. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Position Description/PD#: Contact Representative/PD00706A and PD00707A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Education

There is no educational substitution at this grade level.

Requirements

You must be a U.S. Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Evaluations

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies for this position: Communication Computer Skills Critical Thinking Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. 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; religions; 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. Narrative responses are not required at this time. 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. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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.

HowToApply

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 03/31/2027 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12912291. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at: https://help.usajobs.gov/faq/application/documents/resume/page-limit https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ 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. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Career Transition Assistance Plan (CTAP) provides eligible displaced VA 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 for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

WhatToExpectNext

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. If initial application submission is updated and resubmitted with a new resume, only the most current resume will be reviewed for consideration. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

RequiredDocuments

To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as SF-50's (current VA employees) or documentation to support CTAP eligibility (for displaced VA employees). You will not be contacted for additional information. Performance Appraisal Resume Separation Notice (RIF) SF-50/ Notification of Personnel Action SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former VA employee. A SF-50 showing 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. Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.

Benefits

BenefitsUrl

http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

OtherInformation

This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. RETURN TO OFFICE (RTO): According to the presidential memorandum signed on January 20th, 2025, by President Trump, all agencies are required to return to in-person work, please see the link: https://www.whitehouse.gov/presidential-actions/2025/01/return-to-in-person-work/Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

KeyRequirements

WithinArea

False

CommuteDistance

ServiceType

AnnouncementClosingType

AgencyContactEmail

VHANationalRecruitmentCenter@va.gov

AgencyContactPhone

(844)456-5208

SecurityClearance

Not Required