Lead Contact Representative

The incumbent serves as a Lead Contact Representative within VHA Integrated Veteran Care (IVC), Customer Experience (CX). The position supports a team of Contact Representatives and applies in-depth knowledge of laws, regulations, and policies to resolve complex issues, ensure accurate claims processing, and deliver high-quality service to Veterans, beneficiaries, and stakeholders. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/21/2026.

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-09 position you must have served 52 weeks at the GS-08. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Interpreting policies and applying laws, regulations and program policies to resolve complex issues related to eligibility, authorizations, claims processing, and service delivery inquiries. Independently researching and analyzing case information and policy references to ensure accuracy and compliance, identifying issues or discrepancies, and recommending appropriate solutions. Handling escalated, sensitive, or complex inquiries requiring sound judgment, problem-solving, and effective communication. Reviewing or evaluating casework or documentation for accuracy, completeness, and compliance with established standards. 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/ .