Program Specialist

Full Job Description

This position supports the Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA) Program in the Veterans Health Administration (VHA), headquartered in Lakewood, CO.

The primary function of the position is to resolve escalated issues for Veterans, beneficiaries, and medical providers who use CHAMPVA.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/16/2026.

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-9 position you must have served 52 weeks at the GS-7.

For a GS-11 position you must have served 52 weeks at the GS-9.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 as described below: Qualifications for GS-9 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization.

Specialized experience would include, but is not limited to: Responding to inquiries in writing, verbally, or through other means of communication; Navigating VHA systems of record for eligibility, claims, or customer service; Describing and explaining a VHA Health Benefits program, policies and procedures in plain language; Considering and responding appropriately to the needs, feelings, and capabilities of others.

OR Education: Applicants may substitute education for the experience required for the GS-9 level.

Must possess a Master or equivalent graduate degree or two (2) full years of progressively higher level graduate education leading to such a degree, or LL.B or J.D., with courses related to the duties of this position.

(Transcript(s) must be submitted.) OR Applicants may also combine education and experience to qualify at the GS-9 level.

To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned).

Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-9.

For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e.

50% of the required experience) would equal 100% of the required experience for the position Qualifications for GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization.

Specialized experience would include, but is not limited to: Responding to inquiries in writing, verbally, or through other means of communication; Navigating VHA systems of record for eligibility, claims, or customer service; Describing and explaining a VHA Health Benefits program, policies and procedures in plain language; Considering and responding appropriately to the needs, feelings, and capabilities of others.

OR Education: Applicants may substitute education for the experience required for the GS-11 level. Must possess a Ph.D.

or equivalent doctoral degree or three full years of progressively higher level graduate education leading to such a degree, or LL.M., with courses related to the duties of this position.

(Transcript must be submitted.) OR Applicants may also combine education and experience to qualify at the GS-11 level.

To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned).

Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11.

For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e.

50% of the required experience) would equal 100% of the required experience for the position.

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/.

Physical Requirements/Working Conditions: 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.

Major Duties:

***This is a Temporary Promotion Opportunity not-to-exceed 120 days, but may be extended in 120-day increments, up to one year.

If selected- must submit documentation of supervisory approval.*** Duties include: Reviewing and resolving issues related to CHAMPVA Health Benefits raised in Congressional, White House, and Secretary of the VA Inquiries.

Applying formal practices in correspondence to respond appropriately to the needs of Congressional, White House, and Secretary-level inquiries; adjusting approaches in correspondence with other audiences as appropriate.

Responding to customer inquiries in writing, verbally, and through other means of communication, using service recovery strategies to effectively manage sensitive, volatile, hardship issues.

Receiving, prioritizing, and resolving inquiries in a timely manner to ensure Veterans and beneficiaries receive required care and to prevent negative financial impacts.

Educating medical providers, beneficiaries, and stakeholders on how to prevent pitfalls for improved experience and to prevent future service recovery needs.

Work Schedule: 8-hour day schedule between the hours of 6am - 5pm EST Compressed/Flexible: Available Telework: This position may be authorized for telework on an ad-hoc basis.

Virtual: This is not a virtual position.

Position Description/PD#: Program Specialist/PD21546A and PD21547A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized