Contact Representative

SummaryClick on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information.The primary purpose of this 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. Learn more about this agency 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 the TRICARE 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. Informs and educates beneficiaries regarding health care benefits. Provides benefit briefings to eligible beneficiaries at various installation functions such as military retirement briefings, newcomer's briefings and commander's calls. 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 Help Requirements Conditions of Employment U.S. Citizenship Required Males must be registered for Selective Service, see TRAVEL AND RELOCATION EXPENSES WILL NOT BE PAID This posn is subject to provisions of the DoD Priority Placement Program 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 This position is notionally projected to transfer to the Defense Health Agency (DHA) within the next 24 months in order to fulfill the congressionally-mandated requirements from the 2017 National Defense Authorization Act, Section 702, as amended in 2019. The incumbent of this position, during such time of transfer, will no longer be a Department of the Air Force (DAF) civilian and will become a Department of Defense civilian under the authority, direction and control of the DHA. 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 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; health care delivery systems, hospital organizational structure, functions, and interrelationships; applicable laws, policies, directives, and regulations pertaining to pertaining to healthcare such as, Medicare.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. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements.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 This job does not have an education qualification requirement. Additional informationInteragency 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. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days 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.Direct Deposit: All federal employees are required to have direct deposit.If you are unable to apply online, view the following link for information regarding Alternate Application. The Vacancy ID is .If you have questions regarding this announcement and have hearing or speech difficulties click here.Read more How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above. Your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.BASIS OF RATING:Your application will be rated under the Cut Point procedures based on the extent to which the quality, depth, and complexity of your experience and education relate to the qualification requirements. Additional points are not added for Veteran's Preference; however, Veteran's Preference is considered where applicable.Best Qualified Group: Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirementsFully Qualified Group: Candidates in this category possess good skills and experience above the minimum requirements.Basically Qualified Group: Candidates in this category meet the minimum education and/or experience requirements.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.For additional information on what to include in your resume, click here.Applicants who meet the requirements for and apply as a non-competitive eligible that meet minimal qualifications and other requirements of this position, will be given consideration as a non-competitive candidate and will be referred unless blocked by an individual with priority/preference.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.Applicants who disqualify themselves will not be evaluated further. Read more Background checks and security clearanceSecurity clearance Not Required Drug test required No Help Required DocumentsThe 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 apply for full job details