The incumbent serves as the Manager for medical support staff in VHA clinical settings and reports directly to the Executive Assistant for the Assistant Director.

Duties

Supervision The incumbent works closely with all personnel to ensure that consistent quality customer service and information is provided to Veterans, caregivers and callers. This is accomplished by scheduling the staff to meet work volume and to cover planned absences and documenting best practices. Using metrics and reports such as Consult Tracking and Access reports, in conjunction with the supervisor's assessment of an individual team member's skill set, he/she plans and distributes special project work, follow up assignments, and other duties that support Ambulatory Care Clinic operations. She/he is the staffs' key resource for guidance on all VHA rules, regulations and directives regarding Patient Access, labor mapping, clinic utilization and issues related to team building, work performance, training, etc., that impact employees and their work environment. The supervisor interviews candidates for the Clinics looking for applicants with customer service skills, computer literacy, and the ability to research and apply regulations and policies. Clinic Operations and Analysis Handles staffing assignments for all Ambulatory Care Operations, Specialty clinics, Community Based Outpatient Clinics (CBOCs) and Primary Care Clinics, or scheduling issues of broad impact. Coordinates special projects that impact ambulatory care, like standdowns events or implements new initiatives and projects to strengthen, facilitate, and integrate programs to meet facility measures. Routinely manages and participates in leading Rapid Process Improvement Project at the lowest level that impacts workflow, access, and/or clinic operations for high level management within the MSA pool, the Medical Center, and VISN levels. This involves producing data sets and drafting written reports for review. Implements new analytical techniques to evaluate findings and makes authoritative recommendations to the Health Systems Specialist for the Assistant Director such as monitoring performance metrics, investigating outliers, determining contributing factors, and recommending solutions such as a temporary shifts in resources to meet cyclical changes in clinic demands. Establishes and monitors minimum standards for quality and productivity to increase the clinic's effectiveness and efficiency. Communication and Liaison Activities Develops and maintains a system to ensure that complaints and inquiries regarding the Unit are appropriately received and resolved and the sources of complaints of a recurring nature investigated. Acts as a liaison of and handles communication with Veterans, families and/ or their representatives within and outside the organization working independently from the supervisor to ensure that the continuum of care is addressed on behalf of patients. Receives and listens to complaints from patients or from individuals on their behalf. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility, VISN, and VHA policies. Gathers information and facts to resolve conflicts of information or interpretation. Serves as liaison for patient and family members among the different service lines, acting as communicator, interviewer, facilitator, and problem solver. Performs other duties as assigned. Work Schedule: Monday - Friday 8:00am - 4:30pm 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 telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Management Analyst/PD38644O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized 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, 10/26/2023. 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. Quality Ranking Factor: Previous experience as a Medical Support Assistant. 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: Comprehensive working knowledge of applicable VA regulations and national, VISN and facility directives, legal decisions and state laws dealing with care, policies, procedures, and precedents regarding scheduling, Consult Toolbox, clinic profiles, ambulatory data capture, workload, and billing. Ability to locate and interpret appropriate applicable regulations. In depth practical knowledge of all VA scheduling packages and ambulatory data capture applications, other non-related packages interfacing with the ambulatory data capture program, fileman, and other applications pertinent to outpatient clinic profile management and data collection. Knowledge, experience, and ability to select, interpret and apply regulatory guidelines, precedents and protocols to process clinic profile requests involving complicated decisions with multiple factors. 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 degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. (TRANSCRIPT REQUIRED). 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 ??????? post-high school. You will be rated on the following Competencies for this position: Administration and ManagementAttention to DetailAuditingFlexibilityLeadership 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: ???????Work is typically performed in an adequately lighted and climate-controlled office. 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 Samuel S Stratton VA Medical Center - Albany 113 Holland Ave Albany, NY 12208 US
• Name: Victoria Anthony
• Email: [email protected]