Supervisory Contact Representative - First Party
Major Duties include but are not limited to:
Interpret and provide guidance related to revenue activities, benefits and eligibility. Advise subordinates and customers on first and third party billing, debt collection, pre-registration record updates, veterans' benefits, eligibility requirements, and credit card payments. Provide advice, counsel, and information related to a broad scope of health care benefits and services administrated by Federal agencies, state, county and local governments, and other organizations. Establish payment plans and accept or reject proposed payment plans. Review debtor's financial status and credit reports. Explain claims filing process for benefits, eligibility requirements, waivers, forms and evidence/documentation required. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes worker's performance; demonstrates and conducts work performance critiques while providing informal feedback and periodically evaluating employee's performance. Resolves informal complaints and grievances and provides advice and counsel to workers related to work and administrative matters. Assures that subordinates are trained or otherwise familiar with the section and HRC policies and procedures and fully comply with the provisions of safety regulations. 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 and making recommendations for more effective organizational functioning when appropriate. Plans and accomplishes special projects within prescribed timelines and manages them for major program issues of broad impact to the agency. Assists higher level supervisor or manager in the development of proposals and/or plans related to the implementation of new or modified programs or projects. Monitor recorded and live calls completed by Contact Representatives to track employee performance, identify training issues, and evaluate compliance with internal procedures and quality assurance requirements. Works to identify training issues and to evaluate call agent's compliance with internal procedures and policies. Provides clarifications of standard operating procedures upon request and when personal observations indicate that clarification may be appropriate. Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management. Provide advice and counsel on work and administrative matters. Additional duties as assigned. 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. Compressed/Flexible:
Not Available Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Contact Representative/ 03090A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/02/2020. 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-09 position you must have served 52 weeks at the GS-08. 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 as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Comprehensive knowledge of procedures, practices, regulations and policies related to insurance claims, billing authorities, Veteran financial assessments, and eligibility priority group copayment requirements. Participate in the research and/or implementation of new or modified programs/projects; Monitor recorded and live calls completed by Contact Representatives; Provide clarification on processes, procedures, and regulations to employees and/or customers; and Monitor and analyze statistical reports. (This experience must be documented in your resume.) You will be rated on the following Competencies for this position:
Administration and ManagementConflict ManagementDecision MakingManages Human Resources 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:
The work is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. 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.
Interpret and provide guidance related to revenue activities, benefits and eligibility. Advise subordinates and customers on first and third party billing, debt collection, pre-registration record updates, veterans' benefits, eligibility requirements, and credit card payments. Provide advice, counsel, and information related to a broad scope of health care benefits and services administrated by Federal agencies, state, county and local governments, and other organizations. Establish payment plans and accept or reject proposed payment plans. Review debtor's financial status and credit reports. Explain claims filing process for benefits, eligibility requirements, waivers, forms and evidence/documentation required. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes worker's performance; demonstrates and conducts work performance critiques while providing informal feedback and periodically evaluating employee's performance. Resolves informal complaints and grievances and provides advice and counsel to workers related to work and administrative matters. Assures that subordinates are trained or otherwise familiar with the section and HRC policies and procedures and fully comply with the provisions of safety regulations. 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 and making recommendations for more effective organizational functioning when appropriate. Plans and accomplishes special projects within prescribed timelines and manages them for major program issues of broad impact to the agency. Assists higher level supervisor or manager in the development of proposals and/or plans related to the implementation of new or modified programs or projects. Monitor recorded and live calls completed by Contact Representatives to track employee performance, identify training issues, and evaluate compliance with internal procedures and quality assurance requirements. Works to identify training issues and to evaluate call agent's compliance with internal procedures and policies. Provides clarifications of standard operating procedures upon request and when personal observations indicate that clarification may be appropriate. Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management. Provide advice and counsel on work and administrative matters. Additional duties as assigned. 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. Compressed/Flexible:
Not Available Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Contact Representative/ 03090A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/02/2020. 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-09 position you must have served 52 weeks at the GS-08. 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 as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Comprehensive knowledge of procedures, practices, regulations and policies related to insurance claims, billing authorities, Veteran financial assessments, and eligibility priority group copayment requirements. Participate in the research and/or implementation of new or modified programs/projects; Monitor recorded and live calls completed by Contact Representatives; Provide clarification on processes, procedures, and regulations to employees and/or customers; and Monitor and analyze statistical reports. (This experience must be documented in your resume.) You will be rated on the following Competencies for this position:
Administration and ManagementConflict ManagementDecision MakingManages Human Resources 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:
The work is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. 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:
$53,443 to $69,477 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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