This position performs a broad diversity of complex functions for VACC, supporting all the Service Line Managers, VA Community Care partners, and the medical center staff by providing primary support for the Vendor Management for outsourced vendors with specific customer service oriented, operational responsibilities. The role provides support for the VA and Vendor relationship including resolution support for all parties within the VA Community Care.

Duties

The hired applicant will perform a broad diversity of complex functions for VA Community Care (VACC), supporting all the Service Line Managers, VA Community Care partners, and the medical center staff by providing primary support for the Vendor Management for outsourced vendors with specific customer service oriented, operational responsibilities. The role provides support for the VA and Vendor relationship including resolution support for all parties within the VA Community Care. The main duties consist of, but not limited to: Establish and develop a relationship and rapport with Medical Customer Service Vendors to assess their current requirements for achieving superior Veteran results. Schedule appointments. Process VACC consults. Serves as the primary contact for billing, appointment or medical issue notification, escalation and resolution with our vendors. Primary contact for issue notification, escalation, and resolution in day to day operations including monitoring of key performance indicators, quality, and leadership concerns. Develops and monitors vendor performance, relating to duties specific to their service level agreement. Ensures clarity, accountability, communication and cooperation. Develops project plans, communication materials, and deliverables in support of VA regulations. Interpret, communicate, and implement VA policies and procedures which promote appropriate controls, confidentiality of customer and VA information, and compliance with existing VA policies. Maintain accurate documentation of assigned and completed vendor work, with daily summary reporting to Management. Coordinate training with all the appropriate parties. Escalates business- critical issues effecting Operations and Management to manager as necessary. Work Schedule: Monday- Friday 8:00am- 4:30pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD10403A 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, 10/02/2023. 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. Award SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. You may qualify based on your experience and/or education as described below: Specialized Experience (GS-09): 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: Knowledge and skill in applying analytical and evaluative methods and techniques to issues or functions related to office administration Proficient knowledge of pertinent laws, VA regulations, and Medical Center policies and precedents. Skill in adapting analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity and conducting detailed analyses of complex functions and work processes. Experience utilizing typical office computer software applications (word processing, spreadsheet, database, and email/calendar contact application) at the intermediate level. Interpersonal skills in presenting staff recommendations and negotiating solutions to disputed recommendations. Problem identification and problem solving techniques and ability to utilize them to anticipate, define and solve patient care problems by working with patients, VA Community Care (VACC) staff, and other Medical Center staff. Extensive knowledge of VHA Scheduling Directives, VHA Directive for Consult Processes and Procedures, VACC Standard Operating Procedures, patient rights and responsibilities law, eligibility laws, benefits regulations, medical terminology. -OR- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: Master's or equivalent graduate degree -or- 2 full years of progressively higher level graduate education leading to such a degree -or- LL.B. or J.D., if related. -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 a Bachelor's Degree.. You will be rated on the following Competencies for this position: Customer Service Data Management Systems Stakeholder Management Analysis and Problem Solving 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 some walking, bending, and light lifting may be required. Work Environment: The work is performed primarily within the adequately lighted and climate controlled NVCC Call Center Service locations and office areas, with occasional activity elsewhere in the Medical Center and Contractual medical locations. May require occasional travel. 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 Columbia VA Health Care System 6439 Garners Ferry Road Columbia, SC 29209 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]