Summary The primary purpose of this position is to oversee the operations of the Call Center and CBOC Scheduling Operations, which includes all functions and operations that support timely and accurate scheduling of veteran appointments. The duties encompass researching information, planning, advising, assigning work, supervision, and various administrative and clerical matters involving the internal sections. Responsibilities This position has overall authority and responsibility for the Call Center and CBOC scheduling operations. The incumbent is responsible for establishing and providing ongoing management and oversight of 41 employees, including the direct supervision of 2 employees. The duties and responsibilities of the CBOC and Call Center Section Chief include but are not limited to the following: Conducts internal reviews of the Call Center and CBOC scheduling operations and support systems, Cisco, Webex, Vet Text, Scheduling software package, VA Online Scheduling, Cancellation Manager to ensure that Jesse Brown's activities comply with VA laws, rules, regulations, Joint Commission standards, VA Directives, and local policies and procedures. Ensures employees receive full and proper training associated with their assigned duties. Reviews staff work productivity and quality. Plans and assigns the work to be accomplished by subordinates, sets short-term and long-term priorities, and prepares schedules for completion of work. Hears and resolves complaints from employees, referring group grievances and more serious, unresolved complaints to a higher-level supervisor or manager. Provides administrative supervision of the MSA Supervisors, Advanced Medical Support Assistants (AMSAs), and Medical Support Assistants (MSAs.) Evaluates staffing levels and needs, preparing appropriate and timely requests for change. Prepares project papers and reports and deliver briefings to the Chief Scheduling and Operations and other managers to aide them in understanding and accepting study findings and recommendations. Serves on committees, work groups, and supports all other management initiatives as assigned, and the incumbent has overall responsibility to develop and present briefings to the service and the incumbent will develop evaluation tools to identify program effectiveness and shortfalls Work Schedule: Monday-Friday 8:00am-4;30pm Telework: Ad-hoc Virtual: This is not a virtual position. Position Description/PD#: Supervisory Medical Administration Specialist/PD252760 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, 04/29/2026. 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-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: 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: providing support and oversight of revenue cycle process pertaining to intake process, co-payments, insurance, coding, billing, accounts receivable, and utilization review. Planning, directing, and implementation of clinical patient services and various training activities while contributing to the development and effect of health administration programs. Developing and reviewing performance standards and evaluating work performance of assigned staff. 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.M., if related (TRANSCRIPTS REQUIRED).OR, Combination: Applicants may also combine education and experience to qualify at this level. You will be rated on the following Competencies for this position: Administration and Management Analytical Reasoning Communication Managing Human Resources 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. 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/. Additional Information 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.
