Supervisory Contact Representative - First Party
There are three (3) positions located in Member Services at the VA Health Care System in either of the following locations:
Canandaigua, NY; Topeka, KS., or Waco, TX. Duties include but may not be limited to the following:
Supervisory Duties (50%) Supervises contact representatives by providing administrative and technical supervision necessary for accomplishing the work of the unit. Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance. Completes performance appraisals on all employees in accordance with guidelines. Resolves informal complaints and grievances. Program Oversight and Projects (30%) Advises management in the administration and operation of the call center. Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions. Evaluates processes and procedures in place, making recommendations for more effective organizational functioning when appropriate. Call Center Operations & Quality Assurance (20%) Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management. Maintains computer-generated data on production and timeliness of actions for use in determining whether employees are meeting certain performance standards. Work Schedule:
Full-time, Monday-Friday, 8 hour shift between the hours of 6:
30am-7:
30pm (CST) 7:
30am-8:
30pm (EST). Specific tour will be determined by management based on the organization's needs. Recruitment & Relocation Incentives:
Not authorized Financial Disclosure Report:
Not Required TO QUALIFY FOR THIS POSITION YOU MUST MEET THE FOLLOWING CRITERIA:
NOTE:
Conditions of Employment:
New appointees must successfully complete approximately 4-6 weeks of full time classroom training and achieve a passing grade on the final competency testing. Failure to meet these requirements may result in termination of employment. GS:
09 SPECIALIZED
Experience:
You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level in the Federal service that includes:
includes managing/leading/supervising representatives/personnel of a call center by providing administrative and technical supervision necessary to respond to questions and resolve issues pertaining to first party and third party billing practices; providing eligibility and benefits counseling; among many other related services to employees and their family members and/or representatives. You will be rated on the following Competencies as part of the assessment questionnaire for this position:
Administration and ManagementConflict ManagementDecision MakingManages Human Resources 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. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Canandaigua, NY; Topeka, KS., or Waco, TX. Duties include but may not be limited to the following:
Supervisory Duties (50%) Supervises contact representatives by providing administrative and technical supervision necessary for accomplishing the work of the unit. Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance. Completes performance appraisals on all employees in accordance with guidelines. Resolves informal complaints and grievances. Program Oversight and Projects (30%) Advises management in the administration and operation of the call center. Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions. Evaluates processes and procedures in place, making recommendations for more effective organizational functioning when appropriate. Call Center Operations & Quality Assurance (20%) Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management. Maintains computer-generated data on production and timeliness of actions for use in determining whether employees are meeting certain performance standards. Work Schedule:
Full-time, Monday-Friday, 8 hour shift between the hours of 6:
30am-7:
30pm (CST) 7:
30am-8:
30pm (EST). Specific tour will be determined by management based on the organization's needs. Recruitment & Relocation Incentives:
Not authorized Financial Disclosure Report:
Not Required TO QUALIFY FOR THIS POSITION YOU MUST MEET THE FOLLOWING CRITERIA:
NOTE:
Conditions of Employment:
New appointees must successfully complete approximately 4-6 weeks of full time classroom training and achieve a passing grade on the final competency testing. Failure to meet these requirements may result in termination of employment. GS:
09 SPECIALIZED
Experience:
You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level in the Federal service that includes:
includes managing/leading/supervising representatives/personnel of a call center by providing administrative and technical supervision necessary to respond to questions and resolve issues pertaining to first party and third party billing practices; providing eligibility and benefits counseling; among many other related services to employees and their family members and/or representatives. You will be rated on the following Competencies as part of the assessment questionnaire for this position:
Administration and ManagementConflict ManagementDecision MakingManages Human Resources 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. 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/.
- Department:
0962 Contact Representative - Salary Range:
$52,905 to $69,477 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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