The Clinical Contact Center Modernization (CCCM) delivers enhanced access to virtual care and services, maximizes first contact resolution for Veterans, supports positive health outcomes in the continuum of care, and provides an improved Veteran experience. The Clinical Contact Center (CCC) provides Veterans with Clinical Triage, Virtual Clinic Visits, Pharmacy and Scheduling, 24 hours a day, seven days a week, including holidays.

Duties

The Clinical Contact Center (CCC) Administrative Officer (AO) is dedicated to overall CCC program management. Functions of the Administrative Officer include planning, staffing, directing, budgeting, ensuring the development and tracking of outcomes, ensuring evaluation, and tracking of the program. Resource management responsibilities include assuring appropriate resources are designated for the support of CCC. These resources include appropriate space, time, equipment for the daily use of CCC staff. The AO provides administrative support to the Chief/Assistant Chief, CCC. Major Duties include but are not limited to: Reviews and audits procedures and practices to ensure compliance with contract and applicable law. Serves as the CCC equipment Contracting Officer's Representative (COR) for managing requests, reviewing utilization and needs with thorough justification. Maintains and manages CCC SOPs, memorandums and policies, ensuring documents are reviewed timely, updated appropriate and uploaded for accessibility. Maintains budget control records and assures that funds are used in accordance with the operating budget. Assists the Chief, CCC in implementing strategic plans and identified goals of the CCC. Participate in various medical center and/or VISN committees as representing the Clinical Contact Center. Serve as the Emergency Management Coordinator for the CCC. The incumbent will serve as the Live Process Administrator. Assists in developing recommendations and solutions for process/program improvement, and compliance with established standards and reports. Ensures the timely and accurate submission of various recurring and non-recurring reports. Leads CCC process improvement initiatives. Coordinates administrative support activities: approving meeting Minutes and Agendas, approving EPAS requests, timecard approver/certifier and other duties as they arise. Serves as the primary patient advocate representative for CCC. Analyze program performance data to identify qualitative and quantitative impacts on the service, utilizing analytic sources such as VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), SHEP scores, Decision Support System (DSS), Pyramid Analytics, and the SCI/D Package in VISTA. Prepares recurring and non-recurring statistical reports for presentation to CCC Chiefs. Conducts management studies to collect data on patient demand, workload trends, access, and contact center metrics. Evaluates programs on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting established goals and objectives. Prepares program status reports for review at all levels. Conducts special projects or studies and provides recommendations of administrative programs and issues. Provides staff support to ensure effective reporting, evaluation, and requirements associated with the Accreditation of the organization. Maintains budget control records and assures that funds are used in accordance with the operating budget. Performs other related duties as assigned. Preferred Characteristics: Administrative Officer experience (preferably within the last three years) Experience developing budget estimates and justifications to meet requirements Experience utilizing a variety of electronic systems (such as Microsoft Office Suite, Concur Travel System, etc.). Project management experience Work Schedule: Monday through Friday; 8:00 AM - 4:30 PM EST (subject to change based on agency needs) Virtual: This is not a virtual position. Telework: Yes, Ad-hoc telework available Position Description/PD#: Administrative Officer/PD99746S Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): 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, 10/16/2023. 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. 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: providing and coordinating administrative management services within an office; creating reports, coordinating and scheduling meetings, and submitting requests/work orders using a personal computer and office automation programs; managing and balancing financial aspects of general fund control points and purchase procedures; assisting with contracting functions and managing procurement; and performing various human resources/personnel management duties related to recruitment, position classification, performance, training, etc. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degreeor 2 full years of progressively higher graduate education leading to such a degree oran LL.B. or J.D., if related. This education must demonstrate the knowledge, skills, and abilities necessary to do the work of the position and be obtained from an accredited college or university. OR, Combination: Applicants may also combine education and experience to qualify. You must have a combination of specialized experience and education beyond the first year of graduate level education which demonstrates the knowledge, skills, and abilities necessary to do the work of the position and was obtained from an accredited college or university. You will be rated on the following Competencies for this position: Administration and ManagementAnalysis and Problem SolvingAnalytical ThinkingFinancial ManagementHuman Capital ManagementInformation ManagementOrganizational Awareness 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: Regular and recurring work is mostly sedentary involving sitting at a desk, although the position requires the ability to move from one geographic location of the facility to another. The incumbent works with a computer screen and keyboard. The employee will spend some time walking, standing, bending, climbing stairs, and carrying some light items. Stamina and concentration to meet crucial deadlines is required. 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 VISN 7 DIRECTORS OFFICE VA Southeast Network 3700 Crestwood Parkway, NW Duluth, GA 30096 US
• Name: Kea Lauchu
• Phone: (678) 924-6005
• Email: [email protected]