Contact Representative
Summary
The incumbent will provide administrative support for efficient operations within the Postal Service Health Benefits (PSHB) Program.
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Duties
- Serving as primary point of contact for customers for the Postal Service Health Benefits (PSHB) Program.
- Answering incoming telephone calls and correspondence.
- Providing direct responses to specific inquiries regarding the programs
- Tracking and processing disputed claim appeals within the Group that administer the PSHB Program.
- Performing automation support activities and administrative support tasks
RequirementsConditions of Employment
- Must be a U.S. Citizen or National
- Males born after 12-31-59 must be registered for Selective Service
- Suitable for Federal employment, determined by a background investigation
- May be required to successfully complete a probationary period
- Complete the initial online assessment and USAHire Assessment, if required
- This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 32.
Qualifications
For the GS 7: You must have at least one year (52 weeks) of specialized experience which is equivalent in difficulty and complexity to the GS-6 level in the Federal Service that demonstrates all of the following:
a) Meeting and dealing with the public on health benefits and/or health insurance-related matters;
b) Assisting individuals with technical and complex health insurance appeals;
c) Researching, analyzing and developing responses to complex or unusual health benefits-related customer service inquiries and/or health insurance appeals;
d) Reviewing healthcare records to resolve discrepancies; AND
e) Using automated systems to develop letters and reports, and enter or retrieve data supporting health benefits and/or health insurancerelated activities.
OR
B. Have completed a 4-year course of study leading to a bachelor's degree AND meet the Superior Academic Achievement criteria based on one of the following: (1) class standing (upper third standing in graduating class); (2) grade-point average (2.95 overall or over the last two years of bachelor's degree -or- 3.45 in your major field or over the last two years in your major); or (3) election to membership in a national scholastic honor society and meets the knowledge, skills, and abilities necessary to do the work of a Legal Administrative Specialist. Note: Please submit copies of college transcripts and documentation of class rank or national scholastic honor society membership if qualifying on that basis.
OR
C. Have one full year of graduate level study, or possess a master's or higher degree, e.g., LL.B, J.D. OR D. Have an equivalent combination of the experience described in 'C' and the graduate-level education described in 'B'. To determine if you qualify under this combination, first determine your total qualifying experience as a percentage of the experience required; then determine your education as a percentage of the graduate education required; and then add the two percentages. The total percentages must equal at least 100 percent to qualify. Note: Please submit a copy of your graduate transcripts with your application.
Applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-5 level is required to meet the time-in-grade requirements for the GS-7 level.
You must meet all qualification and eligibility requirements by the closing date of this announcement.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and 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 information
Relocation expenses will not be paid.
If you are unable to apply online and would like to request information about the Alternate Application process, please use the contact information at the bottom of this announcement.
This job opportunity announcement may be used to fill additional similar vacancies across OPM.
Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.
Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA 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, based on your adjudication decision. 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 RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire