Contact Representative

Job Title

Enrollment Case Management Specialist

Duties

This is not a virtual position, you must live within or be willing to relocate within a commutable distance of the duty location. This position involves a multi-grade career ladder. The major duties listed below, represent the full performance level of GS-07. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-07. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance and availability of higher level work. This position is organizationally assigned to the Enrollment Case Management Office of the VA Health Eligibility Center. The primary purpose of this position is to enroll Veterans into VA health benefits, respond to questions and resolve issues pertaining to Veterans' health eligibility and benefits, appointment scheduling, and other related services to veterans, veteran family members and/or representatives, the public, and VA employees.

• Receives telephone calls in a call center from and/or generates telephone calls to Veteran's, their family members and/or legal representatives concerning eligibility issues and responds to their questions and concerns.
• Receives telephone calls from and provides information to the public about VA and related non-VA benefits available to Veteran's and their dependents and beneficiaries.
• Reviews, updates and edits master record information contained within Health Eligibility Center Management System. Explains in detail the process benefits, eligibility requirements, and evidence/documentation that must be submitted, and other relevant information.
• Receives correspondence from and responds to Veterans, their family members and/or legal representatives concerning eligibility inquiries by responding to their questions and concerns and resolving administrative issues. Inquiries involve multiple modalities, including phone calls, e-mails, etc. and a broad range of topics, benefits, systems and processes, including employment services.
• Answers incoming calls from Veterans related to their use of the VA.gov website to assess the callers' request and needs and refers Veterans to the appropriate point of contact for those requesting services other than those provided by the Health Eligibility Center.
• Places outbound calls to newly enrolled Veterans whose eligibility has been verified and priority group assigned by the Health Eligibility Center to notify them that they have been enrolled and they will be receiving a personalized handbook.
• Provides information about the Affordable Care Act, standard medical benefits package, VA Dental Insurance Program, eBenefits, and My HealtheVet, and encourages Veterans to schedule a first-time appointment with their preferred VA facility.
• Places outbound calls to Veterans with a Pending Enrollment Status to resolve issues preventing the Veteran's enrollment package from being adjudicated/approved.
• Serves as back up to other call center program areas as qualified and needed.
• Performs other related duties as assigned.

Training: Initial training will be for approximately 4-6 weeks, Monday-Friday, 8:00 am-4:30 pm (CST).

Work Schedule: Monday through Friday, to be scheduled between the hours of 6:45am to 7:15pm (CST). Specific tour of duty to be determined.

Recruitment & Relocation Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved