What are the responsibilities and job description for the Contact Representative position at US Military Treatment Facilities under DHA?
Summary
About the Position: This position is with the Defense Health Agency; Defense Health Network East. Located within the Directorate of Resource Management; Managed Care at Blanchfield Army Community Hospital, Fort Campbell, TN.
This is a Direct Hire Solicitation
Learn more about this agency
This job is open to
The public
Duties
- Attend monthly meetings on policies as benefits change frequently to support outreach and education for beneficiaries.
- Provide input for healthcare contract surveys.
- Maintain formal documentation process for tracking problem resolution.
- Manage multiple databases for healthcare referral programs.
- Provide education to a wide variety of beneficiaries on established healthcare procedures and benefits.
- Advise service members on types of benefits and their advantages and disadvantages.
- Troubleshoot problems beneficiaries have in processing claims, enrolling in programs, receiving authorization for services or other system problems.
- Analyze statistics from various internal sources on availability and effectiveness of the referral management programs.
Requirements
Conditions of employment
- Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
- A Personnel Security Investigation is required.
- This position is subject to a background investigation to determine your suitability for Federal employment.
- This position has mandatory seasonal influenza vaccination requirements and is subject to annual seasonal influenza vaccinations unless otherwise exempted for medical or religious reasons (documentation of exemption must be provided upon hire).
- Immunization screening is required. Hepatitis B immunization is required for all positions with direct patient contact. Applicants may be required to show proof of other immunizations depending on the type of position.
- This position requires the incumbent to have tuberculosis testing.
- This position is designated as Inclement Weather Essential. The incumbent must make every attempt to report for work on time and/or remain on duty during severe weather conditions.
- This position has been designated Mission Essential. In the event of severe weather conditions or other such emergency type situations, the incumbent is required to report to work or remain at work as scheduled to support mission operations.
Qualifications
Who May Apply: US Citizens
In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.
Specialized Experience: One year of specialized experience which includes utilizing automated systems to enter and retrieve patient data, identifying and/or troubleshooting customer concerns regarding the beneficiary eligibility of patients, and providing briefings and/or education regarding the beneficiary process to patients or family. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone-no substitution of education for experience is permitted.
Education
This job does not have an education qualification requirement.
Additional information
- Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
- You will be required to provide proof of U.S. Citizenship.
- This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.
- Direct Deposit of Pay is required.
- Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
- Multiple positions may be filled from this announcement.
- Salary includes applicable locality pay or Local Market Supplement.
- If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
- Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
Review our benefits
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.
Veterans and Military Spouses will be considered along with all other candidates.
Required Documents
The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.
As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
1. Your resume:
- Your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
- For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
- Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume.
- If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations, and you may not be considered for this vacancy.
- For additional information, to include formatting tips, see: What to include in your resume.
- Cover Letter, optional
- Most recent Performance Appraisal, if applicable
NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.
How to Apply
To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.
- The complete application package must be submitted by 11:59 PM (EST) on 07/30/2026to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/13015915).
- Follow the prompts to select your resume and/or other supporting documents to be included with your application package. As a reminder, your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration. For additional information, refer to the 'Required Documents' section.
- You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. Your resume selected in USAJOBS will be included, but you must re-select other documents from your USAJOBS account or your application may be incomplete.
- It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
- Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.
To verify the status of your application, log into your USAJOBS account (https://www.usajobs.gov/applicant/profile/dashboard/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to/application/status.
Agency contact information
DO NOT USE
Fort Campbell, KY 42223
US
Next steps
If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.
Overview
- 0962 Contact Representative
- Suitability/Fitness
Salary : $55,882 - $72,644