This position is in Pharmacy Services, Pharmacy Customer Care (PCC), This position includes administrative processes, health systems, information technology, financial workload, and patient services in its role to develop and implement programs and techniques to improve PCC business practices/processes and provide support services to the Pharmacy Director, Associate Directors, PCC managers, Supervisors, Pharmacy Technicians, Lead Contact Representatives (CRs) and Contact Representatives(CR).

Duties

Duties include but are not limited to: Supports PCC contact programs and provides Subject Matter Expert (SME) support to facility staff related to PCC referrals. Plans and accomplishes special projects within prescribed timelines. Manages special projects for major program issues of broad impact to the agency. Undertakes or participates in special projects, ongoing analyses, investigations, and initiatives that have high priority for senior management. These projects typically require complex analyses and written justifications and may require organizing special committees and/or initiation of program reviews. Builds rapport with VA customers, executes established quality processes on both internal and external Partner Relationship Management (PRM) referrals in coordination with Resolution Management. Develops proposals and/or plans related to the implementation of new or modified programs or projects. Recommendations include staffing projections, rollout plans, proposals for new services, recommendations for automation of certain functions, and related activities. Works directly with VA customers to identify VistA, PCC, fulfillment mailing, or medication processing issues. Takes great care to ensure issues are identified, followed up on and supported until resolution. Coordinates with Resolution Management and PCC as needed Responsible for resource allocation and building space management. Point of contact for all team reorganizations, email workgroup changes, desk assignments for new and current employees. Updates Team assignment listing and desk seating spreadsheets located on the HRC Intranet for all PCC employees. This includes both Topeka and Waco staff, and is utilized by HR staff for onboarding purposes. Responsible for developing Change Management SOP's. Required to utilize Lean Six Sigma managerial concepts for various Change Management processes for Member Services (MS) long term Strategic Plans (i.e. Balance Score Card). Provide Contact Center Services for 30% of VA medical facilities. Develop marketing plans to obtain new business. Responsible for contact services for Fee Basis prescriptions from Non-VA pharmacies. Supervises PCC Supervisory CRs performing work at the GS-09 grade level as well as supervises CRs, Lead CRs, and when needed to Pharmacy Technicians performing work at the GS-05 to GS-08 grade levels respectively. Reviews and approves timecards for all staff supervised and is a 2nd level approver for various management staff. Serves in an intermediary role between HRC staff and MS Payroll staff. Performs administrative and human resource management functions relative to all staff supervised. Supervisory duties within the scope of existing HRC policies and within the scope of the negotiated labor contract. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal and informal employee performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance section performance. Recommends personnel actions, including disciplinary and performance-based actions, when appropriate. Reviews and approves or disapproves leave requests. Assures that subordinates are adequately trained to perform assigned duties, recommending additional training when needed to enhance employee development. Provides informal feedback and periodically evaluates employee performance. Recommends recognition of special contributions and/or superior performance. Assures that subordinates are trained or otherwise familiar with section and HRC policies and procedures. Analyzes individual staff performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, providing training, requiring additional staffing and/or overtime, and related actions. Provides guidance and assistance to Supervisory and Senior CRs and administrative clerks/timekeepers to resolve issues without the involvement of a higher level HRC supervisor or manager such as the Director, Associate Director, and DADs, except in unusual escalated issues. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs. Telework: Yes - Incumbent must be willing to work onsite at least 2 days per pay period. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD00630A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): 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, 07/03/2024. 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-11 position you must have served 52 weeks at the GS-09. 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 GS-11: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Skill in adapting analytical techniques and measurement criteria to assess program effectiveness, organizational work methods, perceptions, etc., and to implement improvements to these programs and system processes. Conducting extensive literature research and to integrate findings, to support statistical data for studies and reports and to identify complex interrelationships, and causes and solutions to address statistical trends. Working in a facilitator capacity on projects, negotiating effectively with management, the work force, and customers. Knowledge of computer systems such as Microsoft Office to execute several functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text; formatting letters, reports and memoranda; and transmitting and receiving e-mail. Evaluating staff work performance, providing performance and productivity input, recommending personnel actions, including disciplinary and performance-based actions. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., in a related field 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 Master's Degree. You will be rated on the following Competencies for this position: Administration and ManagementManages Human ResourcesProject Management 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: Extensive walking, standing, and carrying of light items such as folders or books. Work involves considerable time sitting at a desk. No special physical demands are 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]