Contact Representative

Job Title

Contact Representative

Duties

This is an open continuous announcement. Qualified applicants will be considered and referred as vacancies become available. Applications will remain on file until this announcement closes. Cutoff dates: 04/15/26, 05/01/26, 06/01/26, 07/01/26, 08/01/26, 09/01/26, 10/01/26, 11/01/26, 12/01/26, 01/01/27, 02/01/27, 03/01/27, 04/01/27. This is NOT a remote position.

Major duties include but are not limited to:

• Receives and generates telephone calls from patients, family members, and/or legal representatives concerning billing inquiries;
• Researches, identifies, and resolves complex billing issues;
• Receives telephone calls from and provides information to the public on a variety of medical benefits to patients, their dependents, and their beneficiaries:
• Conduct calls concerning first party and third party billing and debt collection;
• Perform in-depth research, interpretation, and analysis of medical records to resolve issues or discrepancies;
• Reviews, updates, and edits master record information in a patient record system;
• Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises on forms;
• Prepares well-defined case notes when actions are effected, available resources are insufficient to answer the caller's inquiry, and/or additional research is required;
• Respond to patient and/or customer inquiries via phone, e-mail, and through other forms of secure messaging;
• Conducts phone calls concerning routine and non-routine pharmacy related issues and inquiries and track status of patients prescriptions;
• Perform necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit related issue resolution;
• Discussions and interviews with callers to evaluate their knowledge and understanding of the administrative processes and actions necessary in order to resolve issues;
• Educate patients on obtaining medication refills and provide appointment information;
• Receive calls from patient's family members to complete payments on behalf of the patient;
• Enters, authorizes, submits, and confirms electronic payments using an electronic payment system such as the Pay.Gov website;
• Perform proper review and research to identify payment error issues using a patient computer based system;
• Research patient accounts to determine what correspondence should be mailed and to ensure the correct patient receives the right correspondence;
• Receives and responds to billing questions from patients using a secure web based messaging system;
• Proofreads responses and sends correspondence for payment histories, waivers, repayment plans, and meant test using a web based secure messaging portal

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45am-7:30pm CST. Official tour of duty will be selected based on business needs and will start after training is completed.

Remote: This position is not authorized for Remote work.

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 in person work mandate in their current position.

Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.

Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.

Position Description/PD#: Contact Representative / PD00706A and PD00707A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized