Contact Representative
Company: Veterans Health Administration
Location: Canandaigua
Posted on: April 9, 2021
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Job Description:
To qualify for this position, applicants must meet all
requirements by the closing date of this announcement, 04/06/2021.
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-05 position you must have served 52
weeks at the GS-04. 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: Specialized Experience: Do you have at least one year of
specialized experience equivalent to the next lower grade level
(GS-4) in the Federal Service that has equipped you with the
particular knowledge, skills, and abilities to perform successfully
the duties of a GS-05 Contact Representative? Such duties may
include but are not limited to: (1) Handles inbound and/or outbound
calls in a call center environment. (2) Utilizes computer systems
extensively to locate and document information. (3) Analyzes the
situation and facilitates or provides in-depth solutions based on
the inquiries, questions, and/or concerns from women Veterans,
their representative, families, and caregivers about the many VA
healthcare services and resources available to women Veterans. (4)
Assess the caller's needs and has sufficient knowledge and
familiarity with Laws, VA regulations and directives governing
women Veterans' benefits, procedures and organizational structure,
medical terminology, and available services sufficient to resolve
or assists in resolving customer issues/concerns including
administrative problems and conflicts associated with patient care
and VA benefits within the VA system, and to communicate to
Veterans their VA rights and benefits. (5) Follows applicable
scripts, job aids, and procedures and utilizes decision-making
based on required knowledge for the position and serves as a
problem solver and communicator to ensure women Veterans needs are
being met and they are receiving high quality of care and services.
(6) Demonstrates exceptional interpersonal communication skills and
the ability to be an attentive listener, and work collaboratively
with a substantial number of unique and specialized VA programs
located throughout the nation in providing accessibility to care
and in meeting women Veteran's needs. Education: Applicants may
substitute education for the required experience. To qualify based
on education for this grade level you must have four years above
high school.
You will be rated on the following Competencies for this
position:
Analytical ReasoningCommunicationsComputer SkillsCustomer
ServiceInterpersonal EffectivenessQuality AssuranceTeamworkVeteran
and Customer Focus 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: This position is primarily
sedentary. No special physical demands are required. 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/.
Keywords: Veterans Health Administration, Rochester , Contact Representative, Other , Canandaigua, New York
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