Summary 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, and provides an improved Veteran experience. The Clinical Contact Center (CCC) provides Veterans with Clinical Triage, Virtual Clinic Visits, Pharmacy and Scheduling, 24 hours a day, seven days a week, including holidays. Responsibilities Must be within 50 miles of a VISN 22 catchment area, or willing to relocate within the VISN 22 catchment area at your own expense. Duties include, but may not be limited to the following: 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 Health System Specialist (HSS) 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 HSS establishes and maintains necessary controls for effective resource management The employee serves as the subject matter expert providing high level operational oversight and expertise. Work Schedule: Monday through Friday, 7:00am - 3:30pm PST Virtual: This is not a virtual position. Position Description/PD#: Supervisory Health System Spec/PD147760 Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary/trial period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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. ~OR~ A master's degree, equivalent graduate degree, 2 full years of progressively higher-level graduate education leading to such a degree, or an LL.B. or J.D. in a related field that demonstrates your ability to perform the duties of this position. One year of full-time graduate education is the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. Transcripts required. ~OR~An equivalent combination of specialized experience and graduate education as described that demonstrates your ability to perform the duties of this position. Your experience must be detailed in your resume and transcripts required. Preferred Skills: 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 Proficient Microsoft Office to include Word, PowerPoint, Excel, Project, and Visio Physical Requirements: The work is mostly sedentary. Occasionally, light physical effort may be required, such as that involved with walking, stair climbing, and carrying of light office items. 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. Additional Information If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
