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Summary This position is in the Veteran and Family Member Programs (VFMP) Directorate, Office of Integrated Veteran Care (OIVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA). The incumbent serves as a Lead Contact Representative aligned under the Unit Supervisor in the Civilian Health and Medical Program Veteran Administration (CHAMPVA) Eligibility Enrollment Verification Program Department (EEV). Responsibilities Duties include, but may not be limited to: Assists the Section Supervisor overseeing the work production of CHAMPVA Contact Representatives (CR's) and provides guidance and technical direction to approximately sixteen (16) CR's, with varying levels of expertise. Handles the day-to-day distribution of workload (applications and Customer Relationship Management tasks) and keeps the supervisor informed of any situations that may affect workloads so that the supervisor is able to redistribute and rebalance workloads or reassign priorities to improve workflow and increase productivity as necessary. Performs reviews of claims within an automated claims processing system which creates a list of rejected claims due to discrepant eligibility information. Resolves discrepant data, updates eligibility file if needed and ensures corrected data allows for payment of claims. Collects and submits to the supervisor all data pertinent to rejected applications, congressional inquiries or any other inquiries received as they pertain to the eligibility determinations of IVC CHAMPVA programs Receives and initiates correspondence, phone calls and emails with beneficiaries, Veterans, Veterans Service Organizations, VA Regional Offices, the VA Health Eligibility Center, the Financial Services Center, Physicians, Nurses, and other interested parties, regarding development of determinations on VA benefits for eligibility. Work Schedule: Monday-Friday, between 6:00am-4:30pm 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/PD64124A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment 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 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/17/2025. 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-08 position you must have served 52 weeks at the GS-07. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Review applications to include coordination of benefits, ensure maximum receipt of benefits and prevent erroneous payment of benefits utilizing knowledge of program eligibility requirements Demonstrates the ability to communicate with the public and other VA agencies who possess various degrees of understanding of program mandates Possess knowledge of Public Laws, rules, regulations, Statutes, policies, procedures, and pertinent guidelines Experience with researching and resolving questions that are raised by customer. You will be rated on the following Competencies for this position: Administrative Law Customer Service Problem Solving 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 with occasional requirements to walk around in an office building to meet with employees. Most work requirements involve using a computer and standard office automation equipment. The incumbent may need to stoop, bend, reach, or occasionally carry loads weighing up to 20 pounds. Extended periods of intense concentration are required to ensure the accuracy and timeliness of the work products. 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.