The VISN 19 VA Health Connect Clinical Contact Center (CCC) provides services to all VISN 19 medical centers, ambulatory care clinics, Community Based Outpatient Clinics (CBOCs) and enrolled Veterans within the VISN. The program works to address Veteran needs such as scheduling appointments, triaging patients and providing patient education, conducting same-day acute care visits via telehealth and addressing pharmacy requests through a variety of different mechanisms.

Duties

Major Duties include but not limited to: Serves as a Scheduling and Administration operational subject matter expert to the VISN 19 VA Health Connect Director and Service Chiefs providing guidance, recommendations, and monitoring in the implementation, management, and evaluation of CCC telephone tree call flow configurations, staffing models, call management systems, telecommunications infrastructure, software, equipment, and peripherals. This expertise extends across the VHA enterprise, working with other network CCCs and the National Integrated Veteran Care Office, to develop policy and procedure that enhances the effectiveness and efficiency of VA Health Connect. Creates databases that support benchmarking of data including financial data, patient populations, and workload. He/she is responsible for the design and development of all reports and databases, translating data into effective planning, organizing, and directing of the program. This information is readily available to a wide variety of constituents, including oversight bodies and key stakeholders across the VHA enterprise. Utilizes complex statistical analyses, coordination, planning, administration, development, interpretation, delegation, and ethical judgement as it relates to clinical and administrative workload. Incumbent has complete responsibility to execute operational projects that target the overall evaluation of the VISN 19 VA Health Connect CCC program. Incumbent will provide support with contact representative position descriptions, and oversight of scripting, training, coaching and oversight systems for the staff. Conducts studies on call flow and clinical operational processes, work methods and procedures and workflow between units. Findings will be used for the evaluation and formation of program plans to promote innovation in healthcare delivery and to ensure the program is compliant with national CCC policies, procedures, and guidance. Analyzes effectiveness, efficiency, and productivity of the program, working with VISN 19 CCC Leadership, other network CCC leadership and our National Program Office partners e.g., Integrated Veteran Care Office in developing long-range plans, goals, and objectives. . Provides budget formulation, justification, and execution. Briefs VISN 19 CCC leadership of schedule and data requirements. Participates with managers in reviewing office needs, plans and goals to develop budget data and justification for review and approval. Actively interfaces with host site budgetary/fiscal team to ensure cost accounting is accurate, based on program workload. Performs program cost analysis such as development of life cycle or other cost analysis projects, or performance of cost benefit or economic evaluations of programs as they relate to VISN 19 CCC. Analyzes and evaluates economies of scale with the VA Health Connect consolidated program to determine cost-saving measures with staffing. Works with Western States Network Consortium VISNs to apply these economies of scale. Serves as the VISN 19 VA Health Connect Scheduling and Administration operational subject matter expert for all delegated local, VISN and national meetings, including implementation committees and national CCC workgroups. Engages with other VISN CCC leadership and national partners to analyze and evaluate program performance to enhance the Veteran experience. The analysis and evaluation are intended to drive national CCC guidance/directive(s). Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Maybe required to travel to VA location. Work Schedule: Monday-Friday, 7:00am-3:30pm 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. Position Description/PD#: Supervisory Management and Program Analyst/PD14262-O 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, 01/22/2024. 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 GS-12 position you must have served 52 weeks at the GS-11. For a GS-13 position you must have served 52 weeks at a GS-12. 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 as described below: Specialized Experience GS-12: You must have one 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: Interpretation of broad policy guidelines as they apply to the overall medical programs. Meets with high level leaders as needed concerning work in progress, providing notification of potential problem areas that may have wide implications. Independently responsible for managing their section, which includes, but is not limited to, planning, organizing work, assignments, estimating costs, coordinating with staff and CCC management personnel, and conducting all phases of works. Analyzes effectiveness, efficiency, and productivity of the program, working with VISN 19 CCC Leadership, other network CCC leadership and our National Program Office partners. Utilizes complex statistical analyses, coordination, planning, administration, development, interpretation, delegation, and ethical judgment as it relates to clinical and administrative workload. Incumbent has complete responsibility to execute operational projects that target the overall evaluation of the VISN 19 VA Health Connect CCC program. Establishes an annual training program, career development programs and compliance to annual performance measures, ensuring employees within the Scheduling Service, Tele Emergency Care Program, specifically the Telehealth Clinical Technicians, and Virtual Mental Health Program receive appropriate scheduling training and are knowledgeable and skillfully trained to perform their associated tasks. Specialized Experience GS-13: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Analyzes effectiveness, efficiency, and productivity of the program, working with VISN 19 CCC Leadership, other network CCC leadership and our National Program Office partners e.g., Integrated Veteran Care Office in developing long-range plans, goals, and objectives. . Provides budget formulation, justification, and execution. Briefs VISN 19 CCC leadership of schedule and data requirements. Participates with managers in reviewing office needs, plans and goals to develop budget data and justification for review and approval. Actively interfaces with host site budgetary/fiscal team to ensure cost accounting is accurate, based on program workload. Performs program cost analysis such as development of life cycle or other cost analysis projects, or performance of cost benefit or economic evaluations of programs as they relate to VISN 19 CCC. Analyzes and evaluates economies of scale with the VA Health Connect consolidated program to determine cost-saving measures with staffing. Works with Western States Network Consortium VISNs to apply these economies of scale. Preferred Experience: Broad background regarding health call center shared service functions such as Pharmacy, Nursing, Scheduling, Virtual Clinic Visits, Tele Emergency Care and other Clinical Contact Center support systems such as Tele Health. Deep knowledge and understanding of modernization efforts with preferred previous knowledge of and support to clinical contact center modernization. Knowledge of VISN 19 Clinical Contact Center operations at all facilities. Knowledge of call center operations at all facilities. Knowledge of call center technology infrastructure, including the hardware, software, and telephony required. This includes solutions from Cisco Jabber and Finesse, TRM+/CLR and CRM. Supervisory experience preferred. 2 Years of CCC Scheduling Chief Experience Preferred. You will be rated on the following Competencies for this position: Analytical ThinkingCommunicationDecision MakingLeadershipOrganizational DevelopmentStrategic Thinking 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: This position will be supervising staff within a virtual setting. The incumbent will not work in the same physical location as the majority of his/her subordinates. This will require that the incumbent is well versed in technological tools (i.e. email communication, instant messenger, ACD call monitoring software, etc.) to ensure the compliance and work engagement of his/her staff and the employees working for the CCC. 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

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 VA Western Colorado Health Care System 2121 North Avenue Grand Junction, CO 81501 US
• Name: Chelsie Garcia
• Phone: 918-577-3384
• Email: [email protected]