- Position Title
- Contact Representative
- Agency
- Veterans Health Administration
- Announcement Number
- CARZ-12759232-25-AL Opens in new window
- Open Period
- Tuesday, July 8, 2025 to Monday, July 14, 2025
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Do you claim Veterans’ Preference?
2.
Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
- you are located in the same local commuting area of the vacancy; AND,
- you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
- your grade is equivalent to or below the grade level of the vacancy; AND,
- your last performance rating of record is at least fully successful or the equivalent.
For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
3.
Are you a current or former federal employee displaced from a position in a federal agency other than the Department of Veterans Affairs? If yes, confirm:
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
- you are located in the same local commuting area of the vacancy; AND,
- you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
- you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
- your last performance rating of record is at least fully successful or the equivalent.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
4.
Are you an active duty service member expected to be discharged or released under honorable conditions within the next 120 days who will be eligible for Veterans' preference? You may eligible to apply through the Veterans Opportunity to Work (VOW) Act based on tentative preference.
To verify your eligibility, you must submit a "certification" on appropriate letterhead from your branch of service that certifies you are expected to be discharged or released from active duty service under honorable conditions not later than 120 days after the date the certification is signed. Note: If selected, prior to appointment you will be required to provide your DD-214 and/or other supporting documentation to verify that you are eligible for Veterans' preference.
For more information, review USAJOBS Veterans resources.
To verify your eligibility, you must submit a "certification" on appropriate letterhead from your branch of service that certifies you are expected to be discharged or released from active duty service under honorable conditions not later than 120 days after the date the certification is signed. Note: If selected, prior to appointment you will be required to provide your DD-214 and/or other supporting documentation to verify that you are eligible for Veterans' preference.
For more information, review USAJOBS Veterans resources.
Preferences
1.
Select the location(s) you want to be considered for. You must choose at least one location.
2.
Which of the following items describes your current or recent (within the last five years) political appointee service?
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
Your resume must be submitted in English and include the following information for each job listed:
- Job title Duties (be as detailed as possible)
- Month & year start/end dates (e.g. June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
- Series and Grade, if applicable, for all Federal positions you have held
- Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.
In order to receive appropriate consideration, you should submit proper documentation if you are claiming eligibility for Veterans' Preference, which includes a copy of your DD-214 (member copy 4 or earlier version that shows character of service). Applicant's claiming 10-Point preference should also submit an SF-15, Application for 10-Point Veterans' Preference along with the required documentation listed on the form (such as verification of service-connected disability percentage).
By submitting your application, you are certifying, to the best of your knowledge and belief, all the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities and education (degrees, accomplishments, etc.). The information you provide as part of your application may be investigated. You are also certifying, and acknowledging, that misrepresenting your experience or education, or providing false or fraudulent information in, or with your application, may affect your eligibility for appointment and/or continued employment. False or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001).
Assessment 1
Select the appropriate answer to each of the following questions based on your current level of education and/or experience that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience and education are subject to verification by investigation. You may be asked to provide specific examples or documentation of experience or education as proof to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Minimum Qualification Requirements
1.
For GS-6: Do you possess at least one (1) year of specialized experience that equipped you with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled? To be creditable, specialized experience must have been equivalent to at least the next lower grade level of GS-5 in Federal service. Specialized experience is understanding of patients benefits to answer questions, resolve problems, and advise callers on available courses of action; possessing oral communication skills to interact effectively with callers and resolve callers inquiries; using of fundamental operations of software such as Microsoft Office products, browsing software, and personal computers and mobile device navigation and operation; possessing business health care practices, Health Insurance Portability Accountability Act rules, and Security and Privacy Act requirements to safeguard patient's personal identifiable information and personal health information.
For each task in the following group, choose the statement from the list below that best describes your experience and/or training. Please select only one letter for each item.
The following statements pertain to Customer Service.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
2.
Receives inbound telephone calls from patients, patient's family members and/or legal representatives, the public, and employees regarding agency and related non-agency benefits available to patients, dependents of patients, and beneficiaries.
3.
Determines most appropriate action or identifies alternatives in resolving issue (s) through in-depth research and interpretation.
4.
Provides information on benefits and eligibility requirements.
5.
Provides instructions to patients, caregivers, staff on the use of eligibility, benefits and healthcare related websites; and mobile tools.
The following statements pertain to Problem Solving.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
6.
Identifies/resolves different types of issues and problems reported such as password reset, website usability.
7.
Seeks assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful.
8.
Reports and tracks user feedback and suggestions; appropriately documents issues and resolution in appropriate system of record.
9.
Utilizes, adheres to, and carries out tasks outlined in local and national policies and procedures, assist users with login actions, troubleshooting issues, navigation of the sites and tools.
The following statements pertain to Reading Comprehension.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
10.
Reports and tracks user feedback and suggestions.
11.
Reports and escalates system issues when discovered to appropriate personnel, requests support from supervisor/Lead Contact Representative (CR) in a timely fashion.
12.
Responds to requests for technical assistance via phone, email/inquiry routing and Information System or webchat as assigned by supervisor/Lead CR.
13.
Provides support for emerging Mobile Applications and Web Technology, assists users in basic navigation in Web Mobile Tools and iPad support.
The following statements pertain to Technical Competence.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
14.
Serves as mentor and aids in training entry-level representatives on call center procedures and other job requirements.
15.
Assists in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality.
16.
Researches using approved knowledge management scripting and business processes to determine and resolve each problem.
17.
Researches and utilizes technical references and records systems available to resolve identified issues.
Veteran's Preference Documentation Reminder - In order to receive appropriate preference consideration, you should submit proper documentation if you are claiming eligibility for veteran's preference, WHICH INCLUDES A COPY OF YOUR DD-214 (MEMBER COPY 4 OR EARLIER VERSION THAT SHOWS CHARACTER OF SERVICE). Applicant's claiming 10-Point preference should also submit an SF-15, Application for 10-Point Veteran's Preference along with the required documentation listed on the SF-15 form (such as verification of service-connected disability percentage).
Transcript Reminder - If you are basing your qualifications on education (or a combination of education and experience) or if the position requires a college education to qualify, you must submit a copy of your transcripts with your application.
RESUME REMINDER- Your resume must include the following information each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail. Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.