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Summary This position serves as a Lead Contact Representative under the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Office of Integrated Veteran Care (IVC), Integrated External Networks (IEN), Customer Service. The primary function of the Lead Contact Representative is advising, counseling, reviewing applications and claims, and responding to requests regarding business processes for all health care benefits programs administrated by IVC. Responsibilities The primary function of the Lead Contact Representative position is advising, counseling, reviewing applications and claims, and responding to requests regarding business processes for all health care benefits programs administrated by the Office of Integrated Veteran Care (IVC). This involves contact via inbound telephone calls with Veterans, beneficiaries, and other stakeholders for the purpose of advising and providing information on benefits and rights; explaining legal provisions, regulations and related administrative practices and their application to specific cases; assisting individuals in developing needed documents and required evidence; and resolving errors, delays and other problems delaying benefits. Work Schedule: An 8-hour tour Monday - Friday between 6:00am - 5:00pm Mountain Time, based on business needs Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Contact Representative/PD04833A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary/trial period 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. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/14/2025. 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-09 position you must have served 52 weeks at the GS-08. 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-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Clear understanding of the Spina Bifida and Children of Women Vietnam Veterans (CWVV) health care benefits programs. Knowledge should include the delivery of these programs and the applicable Codes of Federal Regulations (CFRs). - Knowledge of which services require pre-authorization and what is required to obtain pre-authorization. - Ability to recognize a bill/debt of collection and explain it and the next steps to a customer. - Knowledge to explain the Foreign Medical Program (FMP), including what's covered, claims payments, and, when necessary, what information or documentation is missing to resubmit a claim. PREFERRED EXPERIENCE: Specialty Lead Contact Representatives are critical and have extensive knowledge of the Spina Bifida Health Care Benefits Program, Children of Women Vietnam Veterans (CWVV), family member pre-authorizations, family member debt collection, and the Foreign Medical Program (FMP). Specialty Lead Contact Representatives are also well-versed in FMP requirements and procedures and are routinely required to provide advisory services on all aspects of claims processing and have the ability to resolve unique problems by providing alternative methods of resolution. You will be rated on the following Competencies for this position: Analysis and Problem Solving Communications and Media Technology Awareness 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. Note: 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. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. Use of a computer and keyboard is extensive. 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/. Education There is no educational substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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. 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.