Summary
OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?
Duties
This position is located within the VISN 12 catchment. Duty Location will be at one of the sites within VISN 12. DUTIES: Serves as the Scheduling Operations Chief for the VISN 12 Clinical Contact Center. Manages the medical administration operations and supports the mission, vision and fundamental principles of the contact center by promoting quality, performance improvement, efficiency, and effectiveness in a call center environment that is committed to serving Veterans during the day, evening, night, weekend and holiday. Has overall responsibility for customer service, enrollment, eligibility, pre-registration, scheduling, appointment management, insurance collection, administrative and clinical software maintenance, management of patient first contact resolution processes, and patient information collection management. Responsible for short-term and long-term planning, contact center customer service and scheduling operations and evaluation of medical administration functions and processes for continuous improvement that meets the VISN 12 Clinical Contact Center goals and objectives. Provides oversight and management of medical administration activities within the contact center, serves as part of the contact center leadership team, and consults VISN 12 leadership on health administration service activities of the contact center. Manages staffing, budgeting, procuring, and training for the Scheduling Service. Develops and implements long and short-range goals and plans, which includes identifying needs and potential issues in operation of the Scheduling Service through analyzing workload, expenditures, trends, and national VA policy implications. Participates in the VISN 12 Clinical Contact Center strategic planning initiatives as well as those of other VISNs located across the nation to assure an awareness of medical administration issues and implications are considered and influence management decisions. Provides a safe working environment for employees. Responsible for full authority of fund control points and operating budgets for the Scheduling Service. Manages and Approves overtime expenditures for the Scheduling Service and works to manage resource in the best interest of patient care and the VISN 12 Clinical Contact Center operations. Manages and approves overtime expenditures for the Scheduling Service and works to manage resource in the best interest of patient care and the VISN 12 Clinical Contact Center operations. Manages personnel issues within the Scheduling Service, which includes recommending action on hiring, promotions, selections, awards and disciplinary actions. Investigate employee complaints and implements or recommends appropriate action. Assures performance standards are in place and deadlines are met for employee appraisals and competencies. Serves as the subject matter expert for the interpretation and implementation of policies and directives. Work Schedule: Primary hours are Monday through Friday; 7:30am to 4:00pm. At times may need to flex based on the needs of the service. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Medical Administration Officer/PD21137O Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized
Requirements
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 may/will be required to serve a 1-year probationary period or 2-year trial 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.
Education
There is no educational substitution at this grade level.
How you will be evaluated
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 for this position: Accountability Customer Service Decisiveness Flexibility Interpersonal Skills Problem Solving Resilience Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.