The Clinical Contact Center Modernization (CCCM) delivers enhanced access to virtual care and services, maximizes first contact resolution for Veterans, supports positive health outcomes in the continuum of care. The incumbent is accountable for scheduling and administration, 24 hours a day, seven days a week, including holidays. The incumbent will serve a major role in clinic access, data validation, quality assurance and the implementation of national directives and policies.

Duties

Major duties and responsibilities will include: The main duty of this position is to plan and implement projects to improve the efficiency and productivity of the scheduling and administrative divisions of the Clinical Contact Center. The incumbent will play a major role in clinic access, data validation, quality assurance, and the education of national directives and policies. The employee identifies, analyzes, and makes recommendations to manage, resolve problems and situations in workflow, work distribution, staffing, performance appraisal, organizational structure, and/or scheduling administration. The incumbent develops, implements, monitors, and adjusts plans to cost-effectively accomplish the mission within budgetary constraints. The Deputy Chief Officer will be accountable for program effectiveness at the operating level. Work may also involve developing detailed procedures and guidelines to supplement established administrative regulations or program guidance. Incumbent will evaluate, advise, and execute process improvements of organization, methods, and procedures for providing administrative support systems such as records, communications, directives, forms, files, processes, and documentation. The Deputy Chief establishes and maintains necessary controls for effective resource management The employee serves as the subject matter expert providing high level operational oversight and expertise. Major duties and responsibilities will include: Work Schedule: Monday thru Friday 7:00am - 3:30pm PST Telework: Available Virtual: This is not a virtual position. Position Description/PD#: Deputy Chief Officer/PD99745S Relocation/Recruitment Incentives: 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, 01/31/2024. 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-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. 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-7 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 fiscal management principles, this activity requires and understanding of government and agency budget systems Must be proficient with Administrative and clinical software management Understanding of Scheduling policies and Clinic Cancellations guidelines Demonstrated proficiency in the use of Microsoft Office to include Word, PowerPoint, Excel, Project, and Visio Proven ability to facilitate group problem solving, along with previous experience leading and/or facilitating performance improvement projects, teams, and groups. Demonstrated ability in data tracking, management, analysis, and feedback of results OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years of progressively higher level graduate education leading to a master's degree or master's or equivalent graduate degree. 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 1 full year of graduate level education. You will be rated on the following Competencies for this position:AccountabilityAdministration and ManagementAnalytical ReasoningComputer SkillsData ManagementInterpersonal SkillsTechnical CompetenceExperience 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 some slight physical effort may be required.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 Greater Los Angeles Healthcare System 11301 Wilshire Boulevard Los Angeles, CA 90073 US
• Name: Araceli Avalos
• Phone: (602) 277-5551 X3304
• Email: [email protected]