Summary About the Position: The Contact Representative serves as the Health Benefits Advisor assisting a diverse beneficiary population by providing expert guidance on entitlements, benefits, covered and non-covered procedures, and pre-authorization processes. This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD to recruit and appoint qualified candidates to positions in the competitive service. Duties Incumbent works to resolve claims payment issues and verify beneficiary eligibility. Delivers informational briefings to active military units, family support groups, and civilian healthcare providers. Collects, enters, and analyzes patient satisfaction/complaint data and generates reports Research indirect patient care issues. Educate patients and staff on healthcare options, rights, and responsibilities Participates in multidisciplinary committees on patient care quality, performance improvement, and compliance with standards. Qualifications Who May Apply: US Citizens In order to qualify, you must meet the education and/or 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 any two or more of the following; 1) assisting beneficiaries by resolving or correcting discrepancies of existing medical claims, 2) providing regulatory healthcare guidance to the patient population on their rights, benefits, privileges, access to care and available eligibilities, or 3) counseling beneficiaries on a broad range of available health benefit programs. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07). OR Education: One and a half years of graduate level education in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as Business Management, Health Care Administration, etc. OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of Education FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.