Contact Representative (Benefits Coordinator)

Summary

Join the Indian Health Service as a Contact Representative and support access to healthcare services for American Indian communities. Assist patients with eligibility, medical authorizations, referrals, and healthcare benefits while building a rewarding career in public service and healthcare administration.

A REAL ID will be required beginning May 7, 2025, in accordance with 6 C.F.R. 37.5 (2021).

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Duties

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• Assists patients in identifying and obtaining alternate health care resources, including Medicare, Medicaid, VA, Tribal, and other third-party programs.
• Conducts patient interviews to gather information for eligibility determinations and enrollment.
• Assists with completing applications, verifying eligibility, and maintaining enrollment records.
• Provides information regarding benefits, coverage, program requirements, and available resources.
• Coordinates with patients, families, healthcare staff, and external agencies to obtain required information and facilitate referrals.
• Follows up on pending applications, enrollments, and claims to support timely processing.
• Assists in resolving eligibility, coverage, and reimbursement issues in accordance with established policies and procedures.
• Maintains confidential patient information and records in compliance with Privacy Act and HIPAA requirements.
• Utilizes automated systems to document, track, and report eligibility and enrollment activities.
• Supports patient access to healthcare services through effective customer service and application of alternate resource program requirements.

Requirements

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Conditions of employment

Selectee may be subject to a probationary period

ESEP appointees typically serve a two year trial period

U.S. Citizenship is required

Selective Service Registration is required for males born after 12/31/1959

This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes.

Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit

Selectee(s) must maintain an active bank account with a financial institution to receive salary payments through electronic direct deposit.

Background Investigation Requirement:

This position requires the successful completion of a federal background investigation as a condition of employment.

A background investigation is a standard process used by the Federal Government to verify an individual's identity, employment history, education, and other relevant information to determine suitability for Federal service.

Upon receipt of instructions, applicants must complete all required background investigation forms within five (5) calendar days of issuance. Timely completion is critical to avoid delays in processing or a determination of unsuitability.

Applicants are strongly encouraged to prioritize this requirement and to maintain regular communication with their assigned Personnel Security Specialist throughout the process.

Financial Suitability Requirement:

This position requires a review of the applicant's financial history as part of the personnel security and suitability determination. Applicants must demonstrate financial responsibility, maintain good standing with creditors, and satisfy all legal financial obligations prior to applying.

Individuals with substantial delinquent or unresolved financial obligations-including, but not limited to, delinquent federal or state tax liabilities, defaulted federal student loans, court-ordered fines or fees, or child support arrears-may be deemed unsuitable for employment with the Indian Health Service (IHS).

Prior to the appointment, candidates must present two valid forms of identification. If one of the documents is a state-issued ID or driver's license, it must be REAL ID-compliant.

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying.

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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

MINIMUM QUALIFICATIONS:

GS-06: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: determining patient eligibility for alternate resources programs; interpreting and applying Medicare, Medicaid, VA, and other third-party payer policies and procedures; conducting patient interviews to identify available healthcare coverage and funding sources; assisting patients with enrollment and claims processes; researching and resolving eligibility, denial, and reimbursement issues; maintaining effective working relationships with patients and resource agencies; and safeguarding confidential patient information in accordance with Privacy Act and HIPAA requirements.

GS-07: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: assisting patients with alternate resources and eligibility processes; conducting patient interviews to obtain information for program eligibility and enrollment; providing information on Medicare, Medicaid, Tribal, and other healthcare programs; reviewing applications and supporting documentation for completeness; coordinating with patients and outside agencies to obtain required information; maintaining confidential patient records; and applying established policies, procedures, and guidelines in a healthcare setting.

GS-08: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: interpreting and applying federal, state, Tribal, and third-party program regulations to determine eligibility and ensure compliance for programs such as Purchase Referred Care, Medicare, Medicaid, Affordable Care Act, Veterans Affairs Healthcare, and other alternate resources; conducting in-depth patient interviews to assess eligibility, verify coverage, and complete applications; registering eligible patients in various assistance programs; resolving claim denials and eligibility issues through coordination with patients, healthcare providers, and outside agencies; reviewing Medicaid eligibility information and supporting billing requirements; and utilizing effective oral and written communication to explain program requirements, provide referrals, and resolve complex patient service issues.

Time In Grade

Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP).

You must meet all qualification requirements within 30 days of the closing date of the announcement.

Education

There are no education requirements.

Additional information

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (

Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

This position may or may not be covered by a bargaining unit, depending on the duty location. Final determination will be made at the time of appointment.

Recruitment or relocation incentives may be authorized. At least a 6 month service agreement will be required.

This position has promotion potential to the GS-GS-8 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.

You will be evaluated for this position in accordance with the OPM Merit Hiring Plan.

As part of the application process, you will be asked to provide short essay responses (200 words or less each) to the following four questions.

1. How has your commitment to the Constitution and the founding principles of the United States inspired you to pursue this role within the Federal government?
2. In this role, how would you use your skills and experience to improve government efficiency and effectiveness?
3. How would you help advance the President's Executive Orders and policy priorities in this role?
4. How has a strong work ethic contributed to your professional, academic or personal achievements?

• Your responses are optional and will not be scored.
• However, they may be reviewed by hiring managers and agency leadership (or designees) during the evaluation process.
• You will be asked to certify that your responses are written in your own words and that you did not use a consultant or artificial intelligence (AI) tool (such as ChatGPT or Copilot).

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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