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:

1. Provides processes request renewal medications that are expired or out of refills
2. Serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members.
3. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review
4. 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
5. 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/.

Responsibilities:

Major duties include, but are not limited to:

• Receives telephone calls from and responds to veterans, their family members and/or legal representatives concerning basic billing inquiries by responding to their questions and concerns and resolving administrative pharmacy activities.
• Processes request renewal medications that are expired or out of refills; tracks status on prescription; educates Veteran in obtaining refills; provides appointment information; sends correspondence; provides information on returned medication policy; and explains how to obtain copies of medication profiles.
• Determines most appropriate action and identifies alternatives in resolving issues through in-depth research, interprets and analyzes master record information contained within the VistA system and other systems of records.
• Evaluates, updates, and modifies master record information contained within the VistA system per established business policies and guidelines.
• 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.
• Ensure that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team strategies, goals, objectives, work plans and work products and services.
• Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion
• Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
• Train or arrange for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects, and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks
• Monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met.
• . 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.

Work Schedule: Full-time, 40 hours per week. This call center operates 24/7/365 and your shift will be anytime between Sunday through Saturday, including nights. Hours are TBD, based on business needs.
Remote: This position is not authorized for Remote work.
Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process.
Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position.
Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.
Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.
Location Negotiable after Selection: This option applies to individuals already assigned to a VA office and will be exercised in accordance with applicable agency and Presidential guidance.
Position Description/PD#: Lead Contact Representative/PD07467A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

Salary : $50,460