This position is located at the John D. Dingell VA Medical Center within the Clinical Support Service to aid with various administrative tracking & reporting of scheduling efforts across the clinical areas we're in support of. The incumbent reports directly to the Chief, Clinical Support Services, the incumbent serves as an extension of the service & assists the team through daily encounters reporting in coordination with the Assistant Chief & Deputy Chief of Clinical Support.

Duties

Provides full staff assistance on administrative matters. Serves as a staff member directly supporting the top management team (Chief, Clinical Support Services & Deputy Chief & the Assistant Chief, Clinical Support Service) responsible for planning, organization, development, direction, and evaluation of Medical Center administration. Interpret Medical Center's mission, policies, procedures, and available resources/services to the patient and represents the patient's problems, opinions and needs to appropriate staff and management. Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Assists patient's in understanding their rights in addition to their responsibilities. Maintains a working relationship with members of the Business Service, GPM, Clinical Informatics & the Office of the Assistant Director's staff. The Program Specialist will coordinate with the three section chiefs, collecting their weekly data/ reporting metrics & working with the Training Program Manager to facilitate developed trainings tailored to scheduling activities and supports identified opportunities for improvement. Serves as the departments ADPAC and assists the Assistant Chief with coordinating for New Employee Orientation staff. Serves as the Clinical Support/ H.A.S. Patient Advocate Liaison, reviewing the PATS-R cases pertinent to scheduling related activities & shares suggestions for resolving complaints shared. The incumbent will also share the kudos/compliments collected from the customer service meetings with Veterans Experience & will maintain repository for Veteran related commentary (good & bad) for future reference & for tracking trends over the fiscal year. Enters data into various tracking and reporting systems pertinent to providing support to their direct supervisor & the members of the team within the Office of the Chief of Clinical Support Services. Some of the services include: the use of VistA GUI; CPRS (Electronic Health Records Management); maintaining the FMLA & telework agreements of the members of the service. Obtains information using computer-based systems such as VistA, CPRS, Outlook, and the internet. Provides follow-up to veterans and visitors by inquiring if their questions and needs have been addressed during their hospitalization, appointment, or other business at the facility. If further follow-up is indicated, assists the individual to get the necessary information or forwards the additional need to the appropriate VA employee or service to provide the necessary service to complete the individual's needs. 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#: Program Specialist/PD930760 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, 01/12/2024. 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 GS09 position you must have served 52 weeks at the GS07. 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. 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 GS07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations to improve established processes and better serve the customers. Adapting analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity. Perform routine tasks, which require knowledge of standard office support procedures. Receives and answers routine telephone/ walk-in inquiries. 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. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-9. 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 very active. The position requires the employee to be able to greet veterans, family members, and other visitors throughout the facility. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address John D Dingell Department of Veterans Affairs Medical Center 4646 John R Street Detroit, MI 48201 US
• Name: Mitchell Underwood
• Phone: 734-834-2968
• Email: [email protected]