Contact Representative (Office Automation)

Full Job Description

About the Position: The position is located at Fort Lee, VA. Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job.

You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

Current Civilian Employees of the Defense Health Agency (DHA) Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Non-Department of Defense (DoD) Transfer Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or experience requirements described below.

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).

You will receive credit for all qualifying experience, including volunteer experience.

Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Additional information about transcripts is in this document. Proficiency Required: This position requires a qualified typist.

A qualified typist can type 40 words per minute based on a 5 minute sample with three or fewer errors.

Specialized Experience: One year of specialized experience equivalent to the GS-04 that includes: 1) Knowledge processing TRICARE referrals; 2) Skill in the use of office automation equipment and/or software applications; 3) Ability to communicate, orally and/or in writing; and 4) Knowledge of HIPPA compliance with protected health information.

OR Education: Successful completion of four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college or university.

(Note: You must attach a copy of your transcripts.) OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%.

To compute the percentage of the requirements, divide your total months of experience by 12. Then divide your semester hours of by 60. Add the two percentages.

You will be evaluated on the basis of your level of competency in the following areas: Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Time in Grade Requirement: Candidates may be advanced without time restriction to positions up to GS-5 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.

Major Duties:

• Assists beneficiaries in-person and/or by telephone with clarification on essential TRICARE benefits.
• Verifies patient enrollment and eligibility for services, and advises beneficiaries regarding the services available and how to access those services.
• Utilizes computer and office automation software to compile and/or type a variety of material, to include reports or memos.
• Assists with database maintenance to ensure efficient processing and tracking of patient referrals.
• Ensures timely referral processing for specialty care or services in accordance with DHA access to care guidelines and local processes and procedures.
• Gathers personal information for program eligibility and beneficiary needs.