Supervisory Contact Representative

Job Title

Supervisory Contact Representative

Major Duties

Keeps employees informed of management goals and/or changes affecting work positions.

Answers complex questions from Contact Service Representatives (CSR), Leads and Customers

Works with key personnel in other Departments/ Facilities to process/reprocess claims completed in error or claims requiring additional documentation.

Prepares formal requests to fill vacancies; leads interview panels; prepares interview questions; recommends selections.

Assists in the preparation and development of claims and gives advice as warranted.

Plans work schedules and work assignments to meet organizational goals.

Serves as an educator/advisor providing assistance, guidance and clarity to employees; assists in the development of their team members; ensures that all employees are fully engaged in the mission and vision of the organization.

Responds to customer complaints via issues assigned to them in Customer Relationship Management (CRM) through the complaint process.

Prioritizes and effectively manages personnel and projects; assesses individual daily statistics to present to CSRs and Lead CSRs.

Responsible for identifying training requirements for CSR's, to include: refresher training, remedial training, and training specific to Integrated Veteran Care (IVC) programs and team needs/requirements.

Responds in a timely manner to customer complaints with courtesy and patience.

Completes daily and monthly work center reports.

Work Schedule

8-hour tour Monday-Friday between 5:45 am and 7:15 pm MT, based on business needs

Telework

This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to the in-person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at a VA-owned or leased space. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception, exemption, or extension will happen after a tentative job offer, but before a final job offer.

Position Description/PD#:

Supervisory Contact Representative / PD03863A

Relocation/Recruitment Incentives

Not Authorized

Critical Skills Incentive (CSI):

Not Approved

Permanent Change of Station (PCS):

Not Authorized

US Department of Veterans Affairs