• Provide education to a wide variety of beneficiaries on established TRICARE 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.
• Manage multiple databases unique to TRICARE and the referral program.
• Serve as the primary liaison for all health benefit programs available to active duty and retired service members and their families.

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.
• Selectees will be required to sign a statement (Condition of Employment) consenting to seasonal influenza vaccinations or must provide a recognized exemption.
• 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.
• Tuberculosis Testing is required.
• Must be able to obtain and maintain current Basic Life Support (BLS) certification through the American Red Cross or American Heart Association. Advanced certification (e.g., ALS) does not supersede BLS.

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.

Basic Requirement for Contact Representative:

Specialized Experience: One year of specialized experience which includes providing beneficiary or referral management support, utilizing automated healthcare systems to manage patient data, resolving customer inquiries, and presenting oral or written materials to educate patients. 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.

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.

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

Next steps