Contact Representative

Company: Veterans Health Administration
Location: Canandaigua
Posted on: April 9, 2021

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