Veterans Customer Service Jobs (NOW HIRING)

Summary This position is located at the Western Consolidated Patient Accounts Center (CPAC), a regionally consolidated business entity established to increase revenue operations throughout the VHA network using an industry best model built on regional management of key aspects of the revenue cycle, including standardization, accountability and economies of scale for several Veteran Integrated Service Networks (VISN). Responsibilities At the full performance level, the Veteran Services Program Support Assistant (PSA) serves as the primary CPAC contact for the Veteran, Veteran representative, or advocate regarding all aspects of VA 1st party copayment debt within the VA system. The PSA explains VA financial programs, VA regulatory requirements, and available debt management options.

This process includes conducting interviews to ascertain current financial concerns and limitations and identifying issues and barriers of understanding in navigating VA financial policy. The PSA gathers relevant documents and data from multiple VHA and VBA systems (when necessary) and completes adjustments to Veteran copayment accounts as needed to resolve Veteran requests for debt relief and assistance. The PSA provides assistance and guidance to Veteran customers with the following internal and external agencies: VA Debt Management Center (DMC), Internal Revenue Service (IRS), Treasury Offset Program (TOP), the Treasury Cross Servicing Program (CS), Congressional and White House communication teams, and multiple Veteran Services Organizations (VSO).

Major duties and responsibilities include, but are not limited to: - Performs 1st party bill balance adjustments due to receipt of corresponding 3rd party payments (claims-matching) audit reviews and bill reconciliation actions related to retroactive copayment exemption decisions from VBA (DMC validity and rated eligibility). - Performs detailed auditing and reporting of Veteran patient copayment account requests received from Veteran, stakeholder and/or other external entities. - Works closely with the VA Health Resource Center (HRC) and VA Regional Counsel (RC) representatives and agents on questions and corresponding debt relief and/ or legal case remedies for First Party copayment accounts.

- Provides timely, accurate and complete responses to Veteran inquiries from the HRC using a variety of communication methods including telephone and written correspondence. - Consistently communicates and treats Veteran customers, Veteran representatives and stakeholders, visitors, and all VA staff in a professional, courteous, tactful, and respectful manner while providing the Veteran customer with consistent information according to established VA policies and procedures. - Documents and completes an electronic record of all actions performed, and summary of communications with the Veteran customer within the VistA debtor history to ensure accurate historical reference history is available for future review by internal and external stakeholders as needed.

- Performs other related duties as assigned. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Compressed/Flexible: May be available at supervisor's discretion. Telework: This position may be authorized for ad hoc telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant - Veteran Services/PD73256A Relocation/Recruitment Incentives: Not authorized. Critical Skills Incentive (CSI): Not approved.

Permanent Change of Station (PCS): Not authorized. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.

In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.

A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).

Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/30/2026. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade, GS-04, in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: 1. Following written instructions and performing multiple tasks simultaneously, with a focus on accuracy and efficiency in completing assigned duties. 2.

Providing prompt, accurate, and comprehensive responses to inquiries through various communication channels, including telephone, voicemail, and written correspondence, reflecting strong communication and customer service skills. 3. Conducting research and analyzing data to determine appropriate courses of action, such as evaluating account eligibility for debt relief, refunds, or repayment plans.

4. Documenting and summarizing actions using multiple databases and tools on a daily basis, including Microsoft Excel, Word, PowerPoint, and macros; experience with Outlook for email and calendar management. 5.

Delivering high-quality customer service in support of the organization's mission and guidelines, effectively addressing the diverse needs of customers in a professional and courteous manner while ensuring compliance with HIPAA and the protection of Personally Identifiable Information (PII). OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 4 years of education above the high school level.

OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first 2 years (60 semester hours). 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/.

Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.

You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.

VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy.

To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.