Job Listing
Lead Contact Representative
Veterans Health Administration · Posted 2 days ago
On-site Ann Arbor, MI $62K – $80K Apply by Jul 20, 2026 Contact Representative ENTJESFJESTJISTJ Operations
Apply for this job → About the Role
The purpose of the position is to serve as a Lead Contact Representative, under the direct supervision of the Health Benefits Supervisor. The incumbent has the primary responsibility of assignments at this level to include but are not limited to assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; and evaluating systems to make recommendations for improved operations; identifying educational or training needs.
What You'll Do
- →Major Duties: Will oversee 5 Eligibility Contact Representatives at the full performance of GS-07.
- →The incumbent will estimate and report on expected time of completion of work, and maintain records of work accomplishments and time expended, and prepare reports on patient processing activities as requested by the supervisor and/or PBS leadership.
- →Will provide status updates and progress of work to the Urgent Care / Eligibility Supervisor and/or PBS leadership, and obtain needed information or decisions from the supervisor on developing issues.
- →Will inform employees of available services and employee activities and assist in resolving simple informal complaints of employees and refer others to the supervisor.
- →Will be responsible for assisting families with a Veteran's death, burial and explanation of death benefits and updating the Date of Death in a Patients File.
- →Incumbent identifies and collates health insurance information from all applicants for entry to the ICB or VISTA, copies or scans insurance company enrollment identification cards, research employers as needed to obtain complete data when applicants do not have complete information.
- →Resolves conflicting or inconsistent information by dealing with various VA offices, sorting out errors and researching past transactions, cases, or events.
- →Prepares notification letters to new Veterans who are determined to be ineligible along with their appeal rights. "Distributes and balances workload among employees in accordance with established workflow or job specialization.
- →Ensures the timely accomplishment of assigned workload and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.
- →The incumbent will instruct employees in specific tasks and job techniques, providing extensive training to new and existing staff, developing educational materials for distribution with the inclusion of Standard Operating Procedures." Other duties as assigned.
- →Work Schedule: Monday - Friday - 8:00AM - 4:30PM Position Description/PD#: Lead Contact Representative/PD928550 Financial Disclosure Report: Not required
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 28faa6a2-3303-4f13-a3f7-f2aae77c687f
Posted via USAJobs