Supervisory Contact Representative

The Dayton, Ohio Veterans Affairs Medical Center's Patient Business Service is recruiting for a well-qualified (Supervisory) Contact Representative (Enrollment and Eligibility Manager). The Support Services Supervisor will serve in an Enrollment Coordinator capacity for the facility. The employee will supervise/oversee the Patient Service Associates (i.e. Telephone Operators) and Contact Representatives. Duties include, but are not limited to: developing of performance standards, writing position descriptions, evaluating work performance, and counseling of employees whose performance is not satisfactory, initiating disciplinary actions when necessary, hearing and resolving complaints from employees, providing expertise in eligibility issues to medical center staff. evaluating and managing flow of work within the Section. Assigning daily tasks; identifying changing needs for technical and administrative support and revising office operations. Responsible for leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semiannual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities. Also, ensuring policy adherence, task reviews, delegation of work developing and managing databases necessary for tracking TQI training/participation and making recommendations as to funding and policy issues based upon the information collected. Responsibilities include leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semiannual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities, ensuring policy adherence, task reviews, delegation of work developing and managing databases necessary for tracking TQI training/participation and making recommendations as to funding and policy issues based upon the information collected. managing expendable supplies and nonexpendable equipment, including but not limited to automated data processing (ADP), Audio Visual and/or other computer-based equipment. Maintaining accurate inventories and accounting for the use of all assigned equipment, supplies, space, and fiscal resources. Reviewing annual inventory documents for accuracy and resolves discrepancies. Providing guidance and assistance in preparing plans for acquisition of equipment. Supervising and maintaining systems for record keeping including timecards, and other financial reports, budget tracking, purchasing, and contract obligations to assure that workforce and workload are balanced. Providing guidance and initiating training of all new Enrollment and Eligibility staff and Patient Service Associates, i.e Telephone Operators, in the VA Medical Center (VAMC) policies, guidelines, and procedures. thoroughly working knowledge of the development and integration of VistA and CPRS, as well as the network operating systems and office applications software relevant to the clinical and administrative end users within the service. Using available teaching aids, technical manuals, education staff, information technology staff and other available resources to train and disseminate information to end users on the applicable software they need to perform their job. thoroughly knowledgeable in program planning, enrollment, eligibility and preregistration, representing facility leadership in professional settings, resource utilization, strategic planning, organizational development, and outreach. training on regulatory guidelines of eligibility, benefits, travel, orientation. corresponding regarding veterans, congressional offices, veteran services representatives, and other individuals. Work Schedule: Monday - Friday; 8:00am-4:30pm Virtual: This is not a virtual position. Position Description/PD#:Supervisory Contact Representative/PD921100 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/30/2026. 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-09 position you must have served 52 weeks at the GS-07. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: ability to plan, organize, and control work involving diverse activities; ability to gain cooperation and coordinate the work of others; and skill in oral and written communications. Examples of qualifying specialized experience include and must be shown: Functions as the supervisor of administrative support staff by evaluating and managing flow of work within the Section. Assigns daily tasks equitably and appropriately in a manner that will assist in attaining optimal efficiency in administrative support functions. Identifies changing needs for technical and administrative support and revises office operations to meet changing needs. Responsible for leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semiannual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities. The ability to interpret and apply regulatory and procedural requirements and process unusually difficult and complicated transactions are necessary. Responsibility will be delegated for supplies and equipment, supervisory time keeping, personnel paperwork, files management and retrieval and updating correspondence, special documents, and memos. Skill in conducting interviews with supervisors and employees to obtain information about organizations missions, functions, and work procedures. Ability to effectively collaborate with physicians/medical staff, managers, administrators, Central Office staff internal and external stakeholders to gather information/data. Knowledge of and skill in data management principles and concepts, as it relates to automated systems, computer programs and data sources. Ability to use the computer for electronic communication, work processing, and data analysis. You will be rated on the following Competencies for this position: 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.…