Salary displayed is based on the "Rest of the U.S." pay scale and pay will be adjusted based upon grade selection. This position reports to the Ambulatory Care Operations Director (ACOD) / Group Practice Manager (GPM). The primary purpose of the position is to provide assistance and support to the ACOD/GPM and to all ambulatory care services in the facility and related Community Based Outpatient Clinics (CBOCs) as it relates to access to care as applicable.

Duties

Program Responsibilities (25%) Provides access related consultative services, working in collaboration with facility Service Lines, to review and develop guidance and policies that will facilitate standardized processes within the facility and applicable CBOCs, etc. Review and provide input on regulations and policies for local interpretation, utilizing local group practice management and communication strategies. Works as part of an inhouse team to ensure a wide range of local factors are considered in the application of national policies and procedures. May be called upon to collaborate with staff from other facilities and to work on higher level project groups to review and make recommendations for facility and/or VISN level policies, procedures, systems, requirements, documents, and business or access analysis initiatives. Reviews and evaluates assigned processes and procedures to determine areas of effectiveness, efficiency, and improvement for proposal through local GPM group and supervisor. Reports to supervisor and access leadership in the facility, as assigned. Incorporates best practices to help improve patient access to care and that standards are met within assigned services. Promotes established system-wide training plans to optimize local use. Supports the local clinic management system based on national requirements. Proposes improvements to supervisor regarding national training curriculum for onboarding and sustainment activities. Maintains knowledge of CPM training materials and supports fulfillment of action plans to meet CPM training requirements. Veteran Experience Responsibilities (15 %) Works with Veteran Experience Officers within the local facility to evaluate patient and family concerns regarding the access to services needed. Aligns efforts with national and local requirements. Assists supervisor in coordinating efforts to ensure patient concerns are received, evaluated, and addressed in a timely and effective manner by the appropriate subject matter experts. Provides accurate data to ensure that processes and procedures developed are appropriately supported. Assists in the evaluation of outpatient care patient feedback for access and quality measures at the facility. Utilizes an analytics system for the collection and analysis of outpatient care patient feedback for access and quality measures. Evaluates and recommends changes for continuous process improvement. Collaborates with the Veterans Experience, clinic management, scheduling, and analytic groups. Aligns local processes with planning and policies at higher levels. Identifies, defines and prioritizes customer service tools with assignments. Implements process improvement and training opportunities that support frontline employees in providing predictable, consistent and comfortable customer service experiences for Veterans, their caregivers and beneficiaries. Follows benchmarks and established processes for taking corrective actions on decreasing/low scores in Veterans/Staff experience data. Promotes consistent communication plans with clinic teams relating to the plan of action in accordance with the Veterans experience data. Project Administration (25%) Incumbent utilizes advanced principles and strategies for access improvement to review and provide recommendations to Clinical Leads (CLs), including identifying strategies to reduce backlog. Monitors existing or emerging workflow issues; monitors consult management issues and provide guidance to CLs and Administrative Leads (ALs) when required. Monitors Information Technology (IT) usage and issues and provide information or assistance to CLs as needed. Works with local personnel to integrate data analytics and measures with continuous process improvement utilizing LEAN, Six Sigma, and other improvement methodologies to meet and sustain ambulatory care goals and objectives. Collects and analyzes/reports trended data sets; makes recommendations to assist in the allocation of resources. Assists clinic managers in identifying causal interrelationships between the various aspects of ambulatory care and its impact on clinical operations in order to achieve and sustain quality, safe, efficient, and effective ambulatory care. Participates in sustainment and continuous improvement plans with assigned team. Presents continuous improvement recommendations to supervisor. Analyzes and interprets complex data; researches and prepares comprehensive reports. Incorporates process improvement based upon knowledge of VHA's and local organizational philosophy, policies and management principles. Performs data analyses of performance related to existing internal and/or external requirements.

Requirements

Qualifications

Office Program Planning Work (15%) Provides administrative program advice for ambulatory care clinical support services. This may include interpreting policies, making recommendations for local policies, assisting managers in defining administrative requirements, and/or providing advice to higher level leadership on related issues. Evaluates and monitors administrative activities and make substantive recommendations for program improvements. Performs demand/capacity analysis, templating and scheduling. Provides guidance on effective use of office staff and recommends desirable changes to enhance central support services. Assists and/or supports clinical and administrative leads in implementing actions designed to improve operations. Implements established action plans that will enable clinical grids to accurately reflect supply. Monitors profile indicators to help eliminate issues with backlogs (including Recall Delinquency, Past Due Return To Clinic Orders, and Open Consults), Missed Opportunity Rates, Wait Times or Community Care options. Ensures accuracy of related services FTEE, person class assignments, labor mapping and bookability. Monitors telephonic issues and develops action plans to address. Monitors business and clinical analysis recommendations across service lines to determine trends and impact at the facility level. Liaison and Communications (10%) Acts as a liaison or point person for communications with persons and/or groups internal or external to the facility, representing Group Practice Management on clinical access issues. Promotes effective communication and optimal information flow within the clinics. Follows the established communication plan regarding reporting procedures for CPM access. Identifies modes of communication and reporting templates. Utilizes or creates standardized templates for Access Reporting. In the absence of the supervisor, may act as a representative of ambulatory care management and the Chief of Staff with appropriate professional groups and administrative staff in an effort to coordinate activities and resolve any problems. Establishes and maintain good relations with various groups and organizations, including other medical centers, medical societies, medical schools, colleges and universities, accrediting agencies, public health officials and organizations, volunteer work groups, and the community at large. Work Schedule: Mon-Fri 8am-4:30pm Telework: Eligible Individual Occupational Requirements Grade Requirements: In addition to the Individual Occupation Requirements above you must meet the following grade requirements: Education: Possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M. GS-11: Specialized Experience: Possess at least one (1) year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Intermediate knowledge of a wide range of qualitative/quantitative, as well as, analytical/ evaluative methods for development and management of major administrative programs; some knowledge of the range of national administrative laws, policies, regulations and precedents applicable to the administration of one or more public programs such as advanced principles and strategies for access improvement. or possess equivalent combinations of successfully completed graduate education and specialized experience directly related to the work of the Health Systems Specialist position may be used to meet the experience requirements for this position. For example, nine (9) months of appropriate specialized experience equivalent to GS-09 (75 percent of the experience requirement for GS-11) and 2 years of successfully completed graduate level education. (50 percent of the required education, i.e., the applicant has year of graduate study beyond that required for the GS-09), would exceed the total requirement and be qualified for the GS-11 position. Note: Only education in excess of 2 full years of progressively higher-level graduate education may be used to qualify at the grade 11 level. (TRANSCRIPTS REQUIRED) GS-12: Possess one (1) year of specialized experience equivalent to at least the next lower grade (GS-11) 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 knowledge of a wide range of qualitative/quantitative, as well as, analytical/ evaluative methods for development and management of major administrative programs; inclusive knowledge of the range of national administrative laws, policies, regulations and precedents applicable to the administration of one or more public programs such as advanced principles and strategies for access improvement.

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 William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Lisa Maddox
• Phone: 608-256-1901 X18603
• Email: [email protected]