Lead Contact Representative

Full Job Description

This position is in the Health Resource Center (HRC), Contact Management, First Party section (FP) of VHA Member Services (MS).

The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/30/2026.

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 and/or education s 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: 1. Experience in supervising and leading Contact Representatives. 2.

Experience in resolving issues pertaining to first-party and third-party billing. 3. Experience in providing eligibility and benefits counseling. 4.

Experience in completing daily, monthly, quarterly, and annual reports and statistical data analyses. 5. Experience in providing guidance to resolve issues.

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/.

Major Duties:

The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to First Party Contact Representatives (CRs) in the performance of their duties.

Duties may include, but are not limited to the following: Prepares well-defined case notes to document when actions are affected, available resources are insufficient to answer caller inquiries, and/or additional research is required.

Handles escalated calls from Contact Representatives after attempts to resolve the caller's issue is unsuccessful due to the caller's level of emotion and/or dissatisfaction with response received.

Leads a unit or team of junior staff, i.e. Contact Representatives (CRs).

Monitors the status and progress of work assignments and makes day to day adjustments in accordance with the established priorities and are completed in a timely manner within the set guidelines.

Recommends changes to standard operating procedures (SOP), business processes (BP) and job aids (JA) based on acquired knowledge, feedback from Contact Representatives and personal observation.

Works with the supervisor in the assignment of duties and functions to staff in order to meet both routine and unusual deadlines and priorities. Performs other related duties as assigned.

Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45am-7:15pm CST.

Official tour of duty will be selected based on business needs and will start after training is completed.

Position Description/PD#: Lead Contact Representative/PD07780A Remote: This position is not authorized for Remote work. Telework: This position is not authorized for Telework.

Virtual: This position is not authorized for Virtual work. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required