Contact Representative (Benefits Coordinator)

Summary

Join the Indian Health Service as a Contact Representative (Benefits Coordinator) and help patients access healthcare benefits and resources. You will assist with eligibility and enrollment, provide information about available benefit programs, and coordinate with patients and outside agencies while building a rewarding career in public service and healthcare administration. A REAL ID will be required beginning May 7, 2025, in accordance with 6 C.F.R. 37.5 (2021).

Duties

• Assists patients in identifying and obtaining alternate healthcare resources, including Medicare, Medicaid, Veterans health benefits, private insurance, Tribal programs, and other available benefit programs. Conducts patient interviews to obtain information needed to identify and verify eligibility for alternate resources. Assists patients and families with completing applications, enrollment processes, and required documentation. Provides information regarding program eligibility requirements, rights, benefits, coverage, and available resources. Coordinates with patients, families, healthcare staff, and Federal, State, Tribal, and other organizations to verify eligibility, obtain required information, and facilitate enrollment. Identifies and follows up on pending applications and assists patients with eligibility, enrollment, coverage, or benefit denial issues. Maintains and updates eligibility and enrollment information and tracks alternate-resource activities. Researches program requirements and changes in rules, regulations, policies, and procedures related to alternate resources. Safeguards confidential medical, financial, and eligibility information in accordance with applicable privacy requirements. Serves as a liaison and patient advocate to support access to available healthcare benefits and resources.

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. MINIMUM QUALIFICATIONS: GS-06: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-05 grade level in the Federal service obtained in either the private or public sector. Examples include conducting screening or interviews to obtain or verify information; assisting patients or customers with completing forms and understanding program requirements; reviewing information for completeness; obtaining missing information; and coordinating with other organizations or organizational units to facilitate eligibility or benefit services. GS-07: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector. Examples include applying established government or private-sector benefit program policies and procedures; interviewing patients or customers to obtain and verify information needed for eligibility or enrollment; assisting with applications and enrollment in healthcare, insurance, or other benefit programs; researching routine eligibility or benefit questions; coordinating with outside organizations to obtain required information; and prioritizing workload to complete multiple assignments within established time frames. GS-08: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector. Examples include interpreting and applying government or private-sector benefit program regulations and eligibility requirements for programs such as Medicare, Medicaid, Affordable Care Act Marketplace plans, Veterans health benefits, or other alternate resources; conducting in-depth interviews to determine eligibility and identify available benefit resources; assisting individuals with enrollment in multiple benefit programs; researching and resolving eligibility, enrollment, coverage, or benefit denial issues; providing guidance regarding benefit programs, rights, eligibility criteria, and requirements; researching changes in program rules and regulations and communicating benefit updates; compiling program data and preparing reports; and coordinating with patients, healthcare providers, and outside agencies to resolve difficult benefit-related issues. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement.

Requirements

Selectee may be subject to a probationary period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. IHS Selectees whose duties and responsibilities require them to work permanently, temporarily, or occasionally in an IHS healthcare facility must comply with the IHS Employee Immunization Policy related to vaccine-preventable diseases, consistent with recommendations for healthcare workers. Vaccine exemption requests may be available, as outlined in the IHS Employee Immunization Policy and facility guidance. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. You will need to set up direct deposit so we can pay you. Background Investigation Requirement: This position requires the successful completion of a federal background investigation as a condition of employment. A background investigation is a standard process used by the Federal Government to verify an individual's identity, employment history, education, and other relevant information to determine suitability for Federal service. Upon receipt of instructions, applicants must complete all required background investigation forms within five (5) calendar days of issuance. Timely completion is critical to avoid delays in processing or a determination of unsuitability. Applicants are strongly encouraged to prioritize this requirement and to maintain regular communication with their assigned Personnel Security Specialist throughout the process.

Education

There are no education requirements.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Visit https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. For additional questions please see our Frequently Asked Questions (FAQs) found here: https://www.ihs.gov/jobs/faq/.