Summary The Chief, Patient Business Service serves as a senior executive leader and subject matter expert responsible for the comprehensive oversight of medical administration and business operations that directly enable the delivery of high-quality care to Veterans. Reporting to the Associate Medical Center Director, the PBS Manager provides strategic leadership for a complex, multi-functional organization of over 100 authorized FTEE. Responsibilities The Chillicothe VA Medical Center is a 295-bed regional referral health care system serving more than 22,000 Veterans annually. The Chillicothe VA operates as a campus style medical center, consisting of multiple inpatient, outpatient, administrative, and support buildings with numerous points of entry, check-in locations, and scheduling pathways. Veterans access care through a highly decentralized environment that requires enterprise coordination to ensure consistent access, scheduling accuracy, workload capture, and customer experience. These functions are critical to supporting the medical center's mission of providing acute care, outpatient services, rehabilitative and specialty mental health care, long-term care, and residency training programs. Major duties include, but are not limited to: The Patient Business Service Manager serves as the principal advisor and subject matter expert for Medical Administration functions and is responsible for the planning, direction, coordination, operation, and evaluation of Patient Business Service programs. Requires expert knowledge of regulatory requirements, operational efficiency, and patient-centered processes to ensure compliance, optimize resource utilization, and enhance the Veteran experience. The Chief, Patient Business Service exercises broad delegated authority and independent judgment in managing a large, complex service that directly affects patient access, care delivery, workload accuracy, compliance, and revenue integrity. Serves as Chief of Patient Business Service, providing second-line and executive-level supervision for a workforce of approximately 110 Full-Time Equivalent (FTE) employees, including Title 5 and Hybrid Title 38 staff. Supervision is exercised through multiple section chiefs, supervisors, and leads responsible for diverse operational areas. Serves as the Enterprise Business Process Owner for Scheduling, including responsibility for scheduling policy interpretation, standardization, performance monitoring, and scheduling training across the medical center and Community Based Outpatient Clinics. Ensure scheduling processes support access standards, workload capture, and Veteran experience requirements in a highly decentralized, campus-style environment with multiple entry points, check-in locations, and clinic workflows. Leads efforts to reduce variability, improve consistency, and address access barriers created by operational complexity. Provides executive oversight of Health Information Management and records operations through the Records Manager, who is responsible for records management in accordance with Records Control Schedules (RCS). Serves as Chair of the Resource Management Committee, a multidisciplinary governance body with representation from across the medical center, including Group Practice Management, clinical services, engineering, facilities management, fiscal service, and other key stakeholders. Work Schedule: Monday through Friday, 7:30 am to 4:00 pm. Telework: This position may be authorized for telework ad-hoc. Telework eligibility will be at agency's discretion. Virtual: This is not a virtual position. Position Description/PD#: Business Manager/PD93182-0 Relocation/Recruitment Incentives: Not authorized. Critical Skills Incentive (CSI): Not approved. Permanent Change of Station (PCS): Not authorized. 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 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) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/24/2026. 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-13 position you must have served 52 weeks at the GS-12. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Expert knowledge of Veterans Health Administration policies, procedures, and regulations governing medical administration, access management, scheduling, revenue generation, records management, privacy, and compliance. You will be rated on the following Competencies for this position: Planning and Evaluating Administration and Management Performance 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: The work is primarily sedentary, involving extended periods of sitting, standing, and walking. 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 There is no educational substitution at this grade level. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
