The incumbent serves as the Supervisory Program Specialist GS-0301-09 Assigned to the Member Services Section within the Business Administration Service located at the Department of Veterans Affairs Palo Alto Health Care System (VAPAHCS). The Veterans Affairs Palo Alto Health Care System (VAPAHCS) is a Level 1a facility and ranks among a complex system in the VA serving the VA Sierra Pacific Network (VISN 21).

Duties

The incumbent serves as the remote supervisor assigned to the office located at the Livermore Division; however, some travel will be required to provide support to Member Services staff located at the San Jose, Menlo Park, and Palo Alto Divisions. The incumbent duties and responsibilities include but are not limited to the following: Supervisory Duties 35% The incumbent is responsible for organizing and supervising the workflow for subordinates and establishing work priorities and making changes and adjustments to work assignments based on any number of issues, including customer demands and needs. The incumbent routinely evaluates staffing needs based on sound business principals and should communicate and justify those needs to the Assistant Chief (Supervisory Program Specialist) and Chief of the Member Services section. Incumbent is responsible for ensuring that subordinates are adequately trained to accomplish all tasks assigned. In addition, incumbent will have responsibility for providing formal and informal training to employees not assigned to the Member Services section, but which have responsibility for Member Services functions, such as conducting financial assessments (means testing), enrollments and updating patient demographics. Incumbent evaluates and counsels subordinates regarding work performance, capabilities and qualifications; recommends awards, promotion, assignment or removal of employees. When possible, resolves employee complaints and grievances informally; holds corrective interviews, when necessary, proposes disciplinary action where appropriate. Approves or disapproves routine leave requests and sets up vacation schedules for subordinates. Non-Supervisory Duties: Program Management and Administration 35% The incumbent has management responsibility for ensuring the various programs under the jurisdiction of the Member Services section are managed in a manner that ensures a seamless view of support is provided to both external and internal customers. These programs include: 1. Enrollment and Eligibility 2. Admissions 3. Beneficiary Travel 4. Patient Funds 5. Catastrophically Disabled Program 6. Decedent Affairs 7. Outreach The incumbent is required to remain abreast of Business Administration Service issues and is expected to assist with the development of written policies, standard operating procedures and desk guides. Incumbent will occasionally be called upon to represent the Business Administration Service on committees, special assignments and other various projects. Performance Improvement/Quality Improvement 15% The incumbent participates in program management and program evaluation and ensures that the administrative functions are integrated in order to provide optimum utilization of resources. Analyzes workload data to identify systemic problems in workflow and/or improvement opportunities, based on published national standards of medical treatment that can be used to reduce or prevent undesired outcomes in the health care system's revenue cycle, utilization management and other required metrics. Incumbent initiates or recommends changes to increase effectiveness, improve productivity or utilization of resources, and solves operational problems. The incumbent utilizes knowledge of current practices in Risk Management, Patient Safety, Performance Improvement standards to modify programs and workflows to improve efficiency, workload optimization, ensure compliance and optimum utilization of resources. Patient Advocate Program Support 15% The incumbent provides high-level administrative support in the implementation and ongoing management of the Patient Advocate Program on issues and concerns relating to the Member Services section. Incumbent will maintain and ensure validity of Patient Advocate Programs such as the Patient Advocate Tracking System (PATS) and tracking spreadsheets. Responds to complex questions involving a range of issues often diffusing tense and difficult situations. Researches problems and/or reviews issues and requests related to information regarding provision for medical care, eligibility, etc. Clarifies issues and evaluates the need for additional information. The incumbent provides advice regarding VHA regulation and local policies and procedures. Provides timely feedback to patient and/or family of resolution of issues and concerns. Work Schedule: Full time, M-F 8:00 - 16:30 Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for ad-hoc telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD02952O Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/19/2023. 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: Knowledge of the organizational structure, policies, and procedures of VAPAHCS and Veterans Health Administration (VHA), including knowledge of the major issues, program goals and objectives, work processes, and administrative operations of the organization. Knowledge of VAPAHCS rules, regulations, and procedures on administrative reporting and control requirements for such matters as records management, time and attendance, travel, purchase of nonexpendable supplies, securities, publications, and form controls, in order to advise staff on procedural requirements and prepare documents on behalf of the leadership and Operations administrative team. Skill in gathering information on the mission, functions, and structure of VAPAHCS in order to provide advice and assistance to staff in identifying and resolving a variety of administrative issues. Skill in applying analytical and process improvement techniques to the identification of issues or problems of a procedural or factual nature. Skill in using computer programs, such as Microsoft Office Suite, VA software packages, including but not limited to CPRS, VISTA Imaging, and GUI mail. 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. 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. You will be rated on the following Competencies for this position: Administration and ManagementCustomer Service (Clerical/Technical)LeadershipOrganizational Stewardship 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 required using computers or trans-porting documents, presentations and pamphlets to outreach events. Work is typically performed in an adequately lighted and climate-controlled office. May require being in a clinical environment to accomplish tasks. Some travel is expected for this position to have ability to meet with local providers away from duty station to make the best use of their time and schedules. 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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Eugene Jacobs
• Email: [email protected]