Lead Contact Representative

This position is located within the VHA Member Services (MS), Health Resource Center (HRC), Clinical Services (CS) under Pharmacy Customer Care (PCC). The primary purpose of the position is to respond to questions and resolve issues pertaining to administrative support of medical center pharmacies during inbound and outbound correspondence and to provide guidance and assistance to junior staff through monitoring and coaching.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/09/2026.

Time-In-Grade Requirement :

Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note:

Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:

Specialized Experience:

You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: Provides processes request renewal medications that are expired or out of refills Serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review Research, learn and apply a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products Prepares well-defined case notes when follow-on actions are required, available resources are insufficient to answer the caller's inquiry, and/or additional research is required. Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Leadership Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork 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; religions; 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.

Note :

A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements:

The work is primarily sedentary, although slight physical effort may be required. Use of a computer and keyboard is extensive. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/ .