Lead Contact Representative

Major Duties: Serves as a Lead Contact Representative providing technical guidance and direction to a team of Contact Representatives engaged in the processing and resolution of healthcare benefit claims and inquiries. Leads a team of employees by assigning, distributing, and balancing workload; monitoring work in progress; and ensuring timely accomplishment of assigned tasks in accordance with established priorities, procedures, and quality standards. Provides technical assistance and authoritative guidance to staff on complex eligibility determinations, claims processing, and interpretation of applicable laws, regulations, and policies governing VA healthcare benefit programs. Reviews work in progress and completed work to ensure accuracy, completeness, and compliance with established requirements; identifies trends or problem areas and provides recommendations for improvement. Serves as a resource to staff by answering questions, providing on-the-job training, and assisting with the