CONTACT REPRESENTATIVE

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Duties

Summary

Click on “” below to view Eligibilities being considered and other IMPORTANT information.

Primary purpose of position is to provide specialized assistance, counseling, and individualized guidance concerning the Uniformed Services Health Benefits Program (USHBP) including the TRICARE managed health care program. In addition, provides individual counseling and assistance concerning beneficiary problems and related benefits that may be available under other programs.

Responsibilities

  • Serves as the point of contact on matters relating to health benefits programs available to eligible beneficiaries.
  • Provides advisory services on benefits offered through TRICARE and administers Line of Duty program. Provides counseling and guidance concerning TRICARE rights, benefits, and obligations.
  • Troubleshoots and resolves problems for TRICARE beneficiaries and providers. Researches problems in the claims process by telephone or other methods. Advises beneficiaries of appeal rights under DoD regulations.
  • Informs and educates beneficiaries regarding health care benefits. Provides benefit briefings at various installation functions such as military retirement briefings, newcomer’s briefings, commander’s calls, and spouse orientations.

Travel Required

Occasional travel – You may be expected to travel for this position.

Supervisory status

No

Promotion Potential

7

    • Job family (Series)

      0962 Contact Representative

    • Requirements

      Requirements

      Conditions of Employment

      • Must complete initial online questionnaire and additional assessment(s)
      • U.S. Citizenship is required
      • Males must be registered for Selective Service, see www.sss.gov
      • PCS expenses NOT authorized
      • This posn is subject to provisions of the DoD Priority Placement Program
      • Relocation/Recruitment incentives may or may not be authorized
      • Disclosure of Political Appointments
      • All federal employees are required to have direct deposit.
      • Work may occasionally require travel away from the normal duty station.
      • The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays

      Qualifications

      In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Clerical and Administrative Support Positions.

      SPECIALIZED EXPERIENCE: Applicants must have at least one (1) year of specialized experience at the next lower grade GS-06, or equivalent in other pay systems. Examples of specialized experience includes knowledge of medical legal provisions, regulations, laws, benefits and related administrative practices.

      FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-06 level is required to meet the time-in-grade requirements for the GS-07 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks.

      KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:
      1. Knowledge of standardized principles, practices, and applied techniques of various health care programs, policies and regulations and comprehensive health care delivery systems related to benefits, entitlements, and reimbursement which affect the entitlements of the beneficiary population.
      2. Knowledge of pertinent rules, regulations, policies, and components of Government healthcare programs, specifically DoD and TRICARE, and their interrelationships.
      3. Knowledge of claims processing procedures and processes for resolving disputed claims.
      4. Knowledge of medical terminology and medical records sufficient to evaluate the extent of customer’s knowledge of options and choices open to them.
      5. Ability to use and maintain a high degree of empathy, tact, and diplomacy when advising customers and dealing with sensitive patient issues.
      6. Ability to communicate effectively, both orally and in writing.

      PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

      VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment.You will receive credit for all qualifying experience, including volunteer experience.

      Education

      ********************ADDITIONAL INFORMATION FOR ACTIVE DUTY SERVICES MEMBERS********************
      ACTIVE DUTY SERVICE MEMBERS: The VOW Act requires federal agencies to treat an eligible active duty service member as a veteran, disabled veteran, and preference eligible (as applicable) when applying for civil service positions before the effective release or discharge date. Appointment of military members before the release or discharge date is permissible if the member is on terminal leave. At the time the active duty member applies for a civil position, he or she must submit a “certification” memo in lieu of a DD-Form 214, Certificate of Release or Discharge from Active Duty. Active duty members applying for a civil service position without submitting a valid certification memo or DD-Form 214 with their application will render the member ineligible for the position. The certification memo must originate from the member’s military service branch on official letterhead and contain the following:

      • Name/Rank/Grade of Service Member
      • Branch of Armed Forces
      • Dates of Active Service (Start and End Date(s)
      • Expected Date of Discharge/Release from Active Duty
      • Terminal leave start date (if applicable)
      • Expected character of service/discharge and type of separation (i.e. separation or retirement)
      • Must be certified within 120 days of anticipated discharge
      • Signature by, or by direction of the adjutant, personnel office, unit commander, or higher headquarters commander.
        Note: The VOW Act provides tentative preference. If appointed, a DD Form-214 must be submitted upon receipt.

      Additional information

      Interagency Career Transition Assistance Program (ICTAP): For information on how to apply as an ICTAP eligible click here. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated well qualified or above for this position. You must submit a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting position, grade level, and duty location.

      Employed Annuitants (Reemployed Annuitants): Applicants in receipt of an annuity based on civilian employment in the Federal Service are subject to the DoD Policy on The Employment of Annuitants. Click here for more information.

      120-Day Register: This announcement may result in a 120-day register that may be used to fill like vacancies for 120 days after the closing date. Applicants may be referred for consideration as vacancies occur.

      Military Spouse Preference (MSP) Eligible: MSP applicants, if determined best qualified, must be selected at the full performance level and placed at the full performance level.

      OPTIONAL DOCUMENTS:
      Performance Appraisals for Current Federal Civilian Employees – Most recent performance appraisals (dated within last 3 years) showing the official rating of record signed by a supervisor.
      Awards for Current Federal Civilian employees – List any awards received within the last 3 years on the resume.
      Note: Applicant must not submit award SF50s-Notification of Personnel Actions (SF50s).

      If you have questions regarding this announcement and have hearing or speech difficulties click here.

      How You Will Be Evaluated

      You will be evaluated for this job based on how well you meet the qualifications above.

      You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

      Attention to Detail, Customer Service, Reading and Reasoning

      The resume/documents you submit must support your responses to the online questionnaire. If your application contradicts or does not support your questionnaire responses, you will receive a rating of “not qualified” or “insufficient information” and you will not receive further consideration for this job.

      APPRAISALS/AWARDS: Hiring Managers use objective methods and consider previous performance appraisals and awards in the selection process. Current Federal Civilian employees should list any relevant performance related rating and/or awards in your resume.

      BASIS OF RATING: The assessments for this job will also measure

      • Knowledge, Skills and Abilities (KSA) as listed under Qualifications

      In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.

      The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

      Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

      Background checks and security clearance

      Security clearance

      Not Required

      Drug test required

      No

  • Required Documents

    Required Documents

    The following documents are required and must be provided with your application. Applicants who do not submit required documentation to determine eligibility and qualifications will be eliminated from consideration. Other documents may be required based on the eligibility/eligibilities you are claiming. Click here to view the AF Civilian Employment Eligibility Guide and the required documents you must submit to substantiate the eligibilities you are claiming.

    • Online Application: Questionnaire
    • Resume: For qualification determinations your resume must contain hours worked per week and dates of employment (i.e., month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as insufficient and you will not receive consideration for this position. If you are a current Federal employee or previous Federal employee, provide your pay plan, series and grade, i.e. GS-0301-09. Current Federal Civilian Employees should list any relevant performance related rating (given within the last three years) and/or incentive awards in your resume. Do NOT include photographs (or links to social media such as LinkedIn), inappropriate content, nor personal information such as age, gender, religion, social security number, etc., on your resume.
    • Transcripts/Registration/License: If qualifying based on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license.
    • Veterans: If claiming VRA, VEOA or Veterans’ Preference – Submit VOW certification memo or copy of the official DD-Form 214, which must include the character of service/type under honorable conditions (i.e., with an honorable or general discharge). This will be annotated in block 24 on member copy 2, 4, or 7 of the DD-Form 214 If you are also claiming 10-point preference and/or 30% Disabled Veteran, you must submit a VA Letter or a disability determination from a branch of the Armed Forces (or documentation of Purple Heart, if applicable).
    • Current or Former Federal Civilian Employees (includes current Air Force employees): You must submit a legible copy of a SF-50, Notification of Personnel Action. The SF-50, block 24 must contain “1” or “2” AND block 34 must be a “1”. Employees eligible under an OPM approved interchange agreement, block 34 may contain a “1” or “2”.
    • Promotion Consideration: If you wish to be considered as a promotion candidate and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one-year time-in-grade requirements. You will need to provide additional SF-50s which clearly demonstrate you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within Grade/Range Increases, and SF-50s with an effective date more than one year old).
    • If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here
    • Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible: You must include a copy of the Military Spouse PPP Self-Certification Checklist along with the documents identified on the checklist to verify your eligibility for MSP. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.

    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 and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations 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. 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 Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here.

  • Benefits

    Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

    Review our benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Help

This job is open to

    • Career transition (CTAP, ICTAP, RPL)

      Federal employees who meet the definition of a “surplus” or “displaced” employee.

    • Family of overseas employees

      Family members of a federal employee or uniformed service member who is, or was, working overseas.

    • Federal employees – Competitive service

      Current or former competitive service federal employees.

    • Federal employees – Excepted service

      Current excepted service federal employees.

    • Individuals with disabilities

    • Land & base management

      Certain current or former term or temporary federal employees of a land or base management agency.

  • Military spouses

  • Peace Corps & AmeriCorps Vista

  • Veterans

Clarification from the agency

Eligible NAF employees are considered under Hiring Path – “Federal employees-Excepted service”

More Information

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