Summary These positions are located within the First Party Operations (FP) section of the Health Resource Center (HRC) in VHA Member Services in Topeka, KS and Waco, TX. The purpose of this position is to serve as a Contact Representative on a cross-functional team in FP that is designed to provide support to both First Party and Help Desk initiatives in HRC. Responsibilities ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties include but are not limited to: Receives telephone calls from and/or generates telephone calls to Veterans, their family members and/or legal representatives concerning billing inquiries; Responds to questions and concerns, researches, identifies, and resolves complex billing issues; Receives telephone calls from the public and provides information about a variety of VA and non-VA benefits available; Applies rules and regulations relative to Veterans' eligibility for VA health care benefits and co-payment and billing issues; Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises what forms, evidence and documentation must be submitted, along with any other relevant information, for each type of action; Prepares case notes when actions are affected, available resources are insufficient to answer the caller's inquiry and/or additional research is required; Accesses multiple databases to review records, identifies status of pending medication actions and potential delays and acquires additional information as needed to resolve patient problems/inquiries; Processes (enters, authorizes, submits and confirms) electronic payments (i.e. bank account, debit or plastic card transactions) for copayments using the pay.gov website; Receives and responds to billing questions from Veterans' via secure messaging through the MyHealtheVet web portal; Reviews, updates and edits master record information contained within Health Eligibility Center (HEC) Management System; Receives inbound telephone calls, webchats and emails from Veterans, caregivers, VA staff and other users related to access of health websites; and Performs other related duties as assigned. Work Schedule: Full-time, Monday-Friday, 8-hour shift between the hours of 6:45am and 7:15pm CST. Specific tour will be determined by management at the end of the training period based on the organization's needs. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position at the GS-7 grade level, you must meet the following requirement: SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-6) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience includes answering inquiries and resolving issues in relation to healthcare insurance, first- and third-party billing, co-payments, debt collection, benefit entitlements; researching/applying regulations, policies, and practices in regards to various categories of insurance claims; preparing well-defined case notes; and communicating effectively, both orally and in writing. NOTE: 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. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Computer Skills Customer Service Oral Communication Problem Solving Technical Competence IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: The work is sedentary with no special physical demands. The person in this position is often required to talk, type, and navigate systems for long periods of time. The work environment includes everyday risks and discomforts which require normal safety precautions typical of an office environment. 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/. Education There is no educational substitution at this grade level. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.