This position is located within Phoenix Indian Medical Center, Centralized Appointment Center in Phoenix, AZ. The primary function of this position is to assure an efficient and accurate system of the Centralized Appointment Center; incumbent provides leadership in the support and technical assistance in the management and administration of the reception of patients, scheduling of appointments and related call center functions. Incumbent provides leadership to call center operations.

Duties

The incumbent is responsible for serving as a supervisor, responsible for directing the activities of the Centralized Appointment Center. Ensures staff receives and greets visitors and telephone callers at the call center using tact and diplomacy; determines the nature of the call or visit and provides detailed information to individuals; asks questions to obtain information necessary information to determine primary need or area of interest; refers patients with perceived emergencies to proper clinic, screens and refers to appropriate clinicians. Planning Activities: Performs long and short range planning, evaluating and analysis; and projection of future resource requirements. Personnel Administration: Reviews and monitors workload. Assures that the work assignments of the sections are carried out; develops and implements policies and procedures and training methodologies; develops or updates position description, performance standards and evaluates subordinates' performance; and monitors section data activity. Ability to gather data and interview others to obtain factual information for eligible Private Insurance, Medicare and Medicaid benefits to ensure patients understand their entitlements in Indian Health Service facilities. Develops routine polices, guidelines, instructions and procedures for program requirements. Ensures that policies and procedures are aligned with policies established within the Service Unit mission and goals.

Requirements

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; religious; spiritual; community; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Individual Occupational Requirements Undergraduate and Graduate Education: Major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. OR Specialized Experience (for positions above GS-5): Progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following: Missions, organizations, programs, and requirements of health care delivery systems; Regulations and standards of various regulatory and credentialing groups; and Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. In addition, to the Individual Occupation Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM QUALIFICATIONS: GS-0671-09: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Providing technical assistance and support to program staff on matters involving oversight and management of a Call Center department. Working closely with various outpatient clinics ensuring front end and phone support meet the needs of the clinic they are supporting. Conduct training agendas, work with service unit leadership, complete compliance reports, advise and educate beneficiaries on eligibility of services, and performs continuous research involving changes in rules and regulations for alternate resources. OR Master's or equivalent graduate degree OR Completion of 2 full years of progressively higher level graduate education leading to such a degree. OR LL.B. or J.D., if related, that included major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement.

Education

This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer.

Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.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 Phoenix Service Unit 1616 E Indian School Rd Suite 360 Phoenix, AZ 85016 US
• Name: Chelsea Banteah
• Phone: 6023645219
• Email: [email protected]