Job Listing
Supervisory Contact Representative
Veterans Health Administration · Posted 7 days ago
Hybrid Lakewood, CO $75K – $121K Apply by Jun 5, 2026 Contact Representative ENFJENFPESFJISFJ Customer Success
Apply for this job → About the Role
This position is assigned to the VHA Office of Integrated Veteran Care, IEN, Customer Experience Program Management Officer. The primary function of the position is to manage Customer Experience (CX) activities, which include telephonic, written and/or electronic inquiries from Veterans, beneficiaries and providers; Congressional liaison activity; and reconsideration of claims for benefits payable under all programs assigned to the Office of Community Care (OCC).
What You'll Do
- →Major Duties: Keeps employees informed of management goals and/or changes affecting work positions.
- →Answers complex questions from Contact Service Representatives (CSR), Leads and Customers Works with key personnel in other Departments/ Facilities to process/reprocess claims completed in error or claims requiring additional documentation.
- →Prepares formal requests to fill vacancies; leads interview panels; prepares interview questions; recommends selections.
- →Assists in the preparation and development of claims and gives advice as warranted.
- →Plans work schedules and work assignments to meet organizational goals.
- →Serves as an educator/advisor providing assistance, guidance and clarity to employees; assists in the development of their team members; ensures that all employees are fully engaged in the mission and vision of the organization.
- →Responds to customer complaints via issues assigned to them in Customer Relationship Management (CRM) through the complaint process.
- →Prioritizes and effectively manages personnel and projects; assesses individual daily statistics to present to CSRs and Lead CSRs.
- →Responsible for identifying training requirements for CSR's, to include: refresher training, remedial training, and training specific to Integrated Veteran Care (IVC) programs and team needs/requirements.
- →Responds in a timely manner to customer complaints with courtesy and patience.
- →Completes daily and monthly work center reports.
- →Work Schedule: 8-hour tour Monday-Friday between 5:45 am and 7:15 pm MT, based on business needs 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.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 dentification 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 or 2-year trial 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓Supervisory Probation Period: An employee is required to serve a probationary period prescribed by the agency upon initial appointment to a supervisory and/or managerial position.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 5a7e5fd6-4537-426b-b9a0-c3113ba5fe8d
Posted via USAJobs