Supervisory Insurance Specialist

Summary

This position serves as the Assistant Director, Insurance Operations, and has responsibility for the administration and management of the Insurance Claims Division and the Policyholders Services Division, within the Philadelphia Insurance Center.

Duties

Oversees the daily operations of the Insurance Claims Division and the Policyholder Service Division using delegated authority to make decisions impacting those operations and eligibility for benefits. Applies complex facts and conflicting documentation to a wide array of procedures as well as to both national and state statutes, and case law. Provides direction and knowledge of customer service principles in order to administer a nationwide toll-free telephone customer service center. Provides technical guidance and direction in claims authorizations, benefits information, and other activities related to program benefits. Provides technical guidance which covers a wide range of benefit program activities. Participates in the research and evaluation of new technologies for the nationwide programs. Analyzes and evaluates the effectiveness of programs or operations in meeting established goals and objectives. Conducts studies, surveys, research and analysis concerning operations which may have a major impact on the program and its participants. Responsible for keeping the Director, Deputy Director and other Assistant Director's of the Insurance Service informed of changes in the Insurance Claims and Policyholders Service Division and how those changes affect the rest of the benefit program and other programs administered by VA. Responsible for providing timely responses to Congressional, White House and other special inquiries concerning Benefits along with the maintenance of records systems. Responsible for personnel actions such as filling vacancies, evaluating and reviewing employee performance, and taking disciplinary actions. Forecasting of workload by subunit and function in order to plan, budget and provide for adequate staff, space, equipment and training in light of budgetary constraints and rapid technological changes is required. Requirements

As a condition of employment for accepting this position, you will be required to serve a 1-year supervisory 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial period 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 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. Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 10/27/2026. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-15 position you must have served 52 weeks at the GS-14 level. 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. 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. MINIMUM QUALIFICATION REQUIREMENT: GS-15 Grade Level: Specialized Experience: You must have one year of specialized experience equivalent to the GS-14 level or higher. Specialized experience is defined as: (1) managing a diverse program where laws, rules, regulations, policies and procedures are followed; (2) planning, organizing, directing, controlling, reviewing, and applying judgment to tasks; (3) compiling and analyzing technical and legal information from available sources to make decisions and resolve problems; and (4) providing information to various stakeholder groups orally or written. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis. Applicants wishing to receive credit for such experience must indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The position is primarily in an office setting. Some travel may be necessary on occasion for training, meetings, or customer interactions. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution for a GS-15. How You Will Be Evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Customer Service Decisiveness Flexibility Interpersonal Skills Problem Solving Resilience TECHNICAL: Knowledge of Federal, State and Local laws, regulations, policies, guidelines, and procedures applicable to providing benefits and related services or programs run by local, state, or Federal entities. HUMAN CAPITAL MANAGEMENT: Builds and manages workforce based on organizational goals, budget considerations and staffing needs. Ensures that employees are appropriately recruited, selected, appraised and rewarded; takes action to address performance problems. Manage multi grade level workforce and various work situations. LEADERSHIP: Develops and leads employees work activities toward meeting organization mission/goals; identify patterns in service delivery to develop solutions to enhance productivity/serve, encourages an inclusive workplace, support constructive resolution of conflicts. ANALYTICAL REASONING: Analyzes (i.e. review and evaluate), comprehend and apply decisions based on data or complex information, weighs relevance and accuracy of information, generates and evaluates alternative solutions, makes recommendations or final determinations. COMMUNICATION: Clearly and concisely expresses information to individuals or groups, fully considering audience and nature of information, makes clear and convincing oral presentations, listens to others and responds appropriately. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. To preview the application questionnaire, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13094580 Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. Other Information

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. Interagency Career Transition Assistance Plan (ICTAP) provides eligible displaced Federal/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 your current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at ICTAP/CTAP - OPM. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. 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 (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), VA - The Fair Chance to Compete 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. RA Support For more information on the "Who may apply" eligibility requirements, please refer to the OHRM document.