The Supervisory Program Specialist will manage the operations, staffing coverage, and day-to-day activities and assignments for the Community Care Customer Service Desk section.

Duties

Major Duties include: Handles a wide range of customer service inquiries, must be knowledgeable in Veteran's benefits package and VHA programs, and be able to handle all inquiries in a polite and accurate manner using the most expeditious means possible. Independently performs work in conformance with all directives, regulations and VA policies. Oversees the Community Care customer service program section. Creates procedures for processing customer service contacts, questions, consult updates, and obtaining medical records. Plans and directs the activities of subordinates, disciplinary actions, recognition of outstanding performance, sick and annual leave administration, promotion, reassignment of personnel, and managing training and support needs to assure an appropriate work environment. Notifies claimant in a timely manner after receipt of the claim and has the responsibility for communicating to the veteran, private hospitals, clinics, doctor's offices, Adjudication Division, Reimbursement Officer, emergency rooms, and others involved in the claim. Reviews all authorizations for accuracy, completeness and quality, and for assuring that all pertinent facts related to the case are developed before letters of approval or denial are forwarded to the Chief, Community Care, for review and signature. Prepares and types correspondence for the signature of Chief, Community Care. Responds to verbal or written inquiries relating to timely requests regarding Clinic/Facility of Jurisdiction, availability of VA facilities, and eligibility and transfer to appropriate VA facilities which can provide necessary treatment for veterans. Monitors assigned authorizations and claims within the VA Community Care. Possesses a thorough knowledge of medical terminology, policies, laws, manuals, VHA Handbooks, related to the administration of these programs; must be able to interpret and utilize this information to completely answer questions and compose appropriate correspondence. Prepares briefs in unusual cases whereby identifying irregularities in support of the payment decisions. Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD02847O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/18/2023. 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 and/or education 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: Retrieves information and records from data bases contained in internal and external computer program sources to manage work; Applies tools and techniques through spreadsheets, information systems, and computer applications to conduct and complete work; Provide communication, problem solving, judgement and negotiations skill set to manage a wide variety of complex and unexpected problems; Effectively communicate verbally with individuals at various levels. Compile various letters, correspondences, and e-mails to various audiences. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a master's or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to such a degree, or an LL.B. or J.D. in a related field that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 full year of graduate level education. You will be rated on the following Competencies for this position: AccountabilityCustomer Service (Clerical/Technical)InsuranceManaging Human ResourcesPlanning and Evaluating 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. Note: 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. Physical Requirements: The work is primarily sedentary, although there may be some physical effort may be required using computers or transporting records to other offices within the facility. Work is typically performed in an adequately lighted and climate-controlled office. May require being in the hospital or clinical environment to accomplish tasks. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Fresno VA Medical Center 2615 East Clinton Avenue Fresno, CA 93703 US
• Name: Dana Mitchell
• Phone: (415) 221-4810 X25781
• Email: [email protected]