Lead Health Insurance Specialist

Summary

This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Call Center Operations Group, Division of Call Center Operations. As a Lead Health Insurance Specialist, GS-0107-14, you will oversee 1-800-MEDICARE call center operations, collaborate with staff and leadership to improve customer service and contractor compliance, and guide specialists in problem-solving, work methods, and project execution.

Duties

• Provides oversight and authoritative direction in the development, implementation, and management requirements for 1-800 Medicare.
• Serves as coach, facilitator, and/or negotiator in coordinating division initiatives among team members and other divisions.
• Leads lower-level specialists and team members in assessing program strengths and weaknesses, exploring alternatives, and identifying improvements to work methods, processes, and procedures.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET WITHIN 30 DAYS OF THE CLOSING DATE OF THIS ANNOUNCEMENT. Your resume (limited to no more than 2 pages) must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from being considered further. In order to qualify for the GS-14 , you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-13 grade level in the Federal government, obtained in either the private or public sector, to include: Advising team members on problem-solving methods and work procedures to resolve operational issues; Monitoring call center contractor performance to identify operational trends and improvement opportunities; and Analyzing proposed policies, regulations, or legislation to determine their impact on contractor operations. 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). 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. Time-in-Grade: To be eligible, current Federal employees must have served at least 52 weeks (one year) at the next lower grade level from the position/grade level(s) to which they are applying. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/13104817