This position is located in the Chief of Staff Office of the William S. Middleton Veterans Hospital. The purpose of this position is to serve as the a link between the Medical Support Asst.'s and the Group Practice Mgr. to provide support. The incumbent is responsible for performing appt., audits and other reviews for schedulers throughout the facility, evaluating audit results & developing actions plans. This includes responsibility for identifying & modifying area-specific training needs.

Duties

Supervision and Management of Schedulers 50 %: This position is the first level supervisor to Supervisory Medical Support Assistants (MSAs) and is a second level supervisor Medical Support Assistants throughout the facility and associated CBOC's. The supervisor ensures the MSAs technical expertise, assists with analyzing and resolving complaints ensuring service recovery thus directly contributing to patient and family satisfaction and the improvement of the Veteran experience and access. This position may infrequently be directed to assume a first-line supervisor role on a short-term basis in the event of the loss of services of qualified supervisory personnel. In this situation, the supervisor will exercise the full-range of supervisory authority normally vested in that position. Travel will be required for positions that supervise MSAs to the facility and associated CBOCs. Completed Time and Attendance duties for subordinates, as well as serving as an ADPAC. This position acts as primary resource in developing Performance Improvement Plans for employees needing additional training to conform to performance standards. The supervisor will ensure all MSAs underneath their direction have documented their competencies. The supervisor assists other supervisors in interviewing and recommending selection of staff for clinics. The supervisor recommends awards and bonuses for supervisory and nonsupervisory personnel and changes in position descriptions, subject to approval of higher level management. The position provides oversight of consult management, recall reminders, return to clinic orders, open encounters, and clinic profile management for the services where supervision of MSAs is completed as it relates to scheduling or MSA tasks. The supervisor is responsible for monitoring the facility wide master list for scheduling. The supervisor ensures that all required scheduling audits are completed by the required deadlines, to include both appointment audits and telephone audits. Coordination, Delivery and Evaluation of Scheduler Training 25%: The supervisor develops, modifies and administers training programs for the scheduling staff and supervisors throughout the facility and tailors training for local needs and specific areas. In this capacity, the supervisor coordinates orientation activities and prepares material to educate new and experienced scheduling employees with the organization's mission, structure, history, objectives and policies of scheduling and high level customer service. .Develops, reviews, analyzes, implements, and conducts training based on facility needs and performs analysis of audit findings related to access to care, scheduling, consult management, insurance capture, recall reminders, return to clinic orders, open encounters, and clinic profile management. On a continuing basis, the supervisor assesses training and education efforts to determine the effectiveness of the training program while keeping abreast of any changes or updates to directives related to scheduling. The supervisor provides management with periodic reports on the status of the training and an analysis of the effectiveness and capacity of the training program in achieving agency objectives and policies. The supervisor modifies annual training plans to stay within the guidelines established by VHA regulations and top management to meet training objectives. The supervisor provides detailed guidance to staff concerning scheduling procedures. The supervisor works with supervisors, managers and service chiefs to resolve discrepancies or conflicts with established schedulers training. The supervisor provides consultation and assistance in implementation of performance improvement activities. The supervisor participates in all phases of training, developmental planning, implementation and evaluation and serves as the point of contact for routine development and one-on-one training matters. Assessment, Auditing, and Reporting of Scheduling Practices 25%: The supervisor provides assessments of scheduling processes through a standardized auditing mechanism. He/she conducts extensive reviews and analysis of data from diverse sources, assembles information, and develops reports or presentations. This monitoring requires an extensive knowledge of administrative practices and polices within the Veterans Health Administration (VHA). The supervisor plays an integral role in auditing, monitoring, and systems integrity. The supervisor must manage, advise or perform internal audits of scheduling activities and issue reports of audits that describe findings and recommended corrective actions. Work Schedule: Monday - Friday, 7:30-4:00pm or 8:00-4:30pm Compressed/Flexible: Not Available Telework: Ad HOC Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD170810

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/16/2024. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Organizational Setting: Accountable to a position that is two levels below the first SES in the organization (Health Systems Specialist/Group Practice Manager) Supervisory and Managerial Authority Exercised: Provided first-level technical and administrative supervision to the Supervisory Medical Support Assistant and second-level supervision to non-supervisory Medical Support Assistants through subordinate supervisors in various units throughout the facility. Set and adjusted both short-term and long-term priorities, and assigns work, projects and/or action plans to subordinates based on priorities; Provided advice, counsel and/or instruction to employees on both work and administrative matters; identifies developmental and training needs of employees and provides or arranges for needed development and training; finds ways to improve production or increase the quality of the work directed; Developed performance standards; and interviews candidates for positions in the unit, recommending appointment, promotion reassignments to positions. Made or approved selections for subordinate non­supervisory positions, recommends selections for subordinate supervisory and leader positions, and recommends awards or bonuses for non-supervisory personnel subject to approval by higher ­level officials. Personal Contacts/Nature of Contacts: Contacts are with subordinates within the organizational unit(s) supervised, supervisors, program managers, division managers, service chiefs, executive hospital leadership, union shop stewards, employees, and patients throughout the Madison VA Hospital. Contacts primarily occur in a moderately structured setting and in person, in meetings, or by telephone. Purpose of Contacts: Contacts to discuss work efforts for providing or receiving services; to exchange factual information about work operations and personnel management matters; and to provide training, advice, and guidance to subordinates. Difficulty of Typical Work Directed: The highest grade of work that best characterizes the nature of the basic (mission oriented) non­supervisory work performed or overseen by the organization directed and that constitutes 25 percent of more of the workload (not positions or employees) is Medical Support Assistant work at the GS-6 level. Other Conditions: The work supervised or overseen involves clerical, technician, or other work comparable in difficulty to the GS-6 level or lower. This varies from basic supervision over a stable workforce performing operations that are routine, to a level of supervision which requires coordination within the unit to ensure that timeliness, procedures, accuracy, quality and quantity standards are met in individual cases. Conducted appointment audits for various services, ensures that subordinate supervisors conduct the prescribed number of telephone audits in accordance with directives, performs other various reviews, and administers training to ensure scheduling rate accuracy, maintain and/or improve data capture, and monitor Medical Support Assistant workload. Analyzed information, data, and reports from various services to identify the areas and employees that require additional training. . OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: 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 . OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education which is listed above (bullet pointed). OR, For experience: 1 year equivalent to at least GS-7 in federal service. You will be rated on the following Competencies for this position: CommunicationCustomer ServiceInterpersonal SkillsPlanning and EvaluatingTeaching Others 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 for this position is mainly sedentary with little need for physical exertion. 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 William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Azalea Cadle
• Phone: 6129462196
• Email: [email protected]