Summary This position is located within the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Veterans Integrated Service Network 6 at the Jacksonville CBOC, in Jacksonville, North Carolina, within the Outpatient Ambulatory Care Section of the Health Administration Service (HAS). This position serves as the Section Chief for the Scheduling Operations (Coastal Division) within Outpatient Ambulatory Care Section. This position reports directly to the Business Operations Manager. Responsibilities Manages and leads the programs related to Outpatient Ambulatory Care, which include, but are not limited to: medical support staff for Scheduling Operations (Coastal) for Primary Care, Behavioral Health, and Specialty Care clinics. Performs/carries out the following supervisory duties: plans the work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for the completion of work; has regular meetings with subordinates in different sites of care to plan for daily, weekly, and long term needs and to adjust schedules accordingly; assigns work to subordinates based on priorities, sets priorities and assignments and other work assignment, evaluates the work performance of subordinate sand is responsible for their performance plans/standards, evaluations, gives advice, counsel, or instruction to employees on both work and administrative matters; Sets and adjusts short-term priorities, and prepares schedules for the completion of work; has regular meetings with subordinates in different sites of care to plan for daily, weekly, and long term needs and to adjust schedules accordingly Serves as a mentor, coach, instructor, and subject matter expert to direct and indirect reports; interviews candidates for positions in the unit Hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher level supervisor or manager; effects minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases Identifies developmental and training needs of employees, providing or arranging for needed development and training; works with subordinates on personal developmental needs and service level education required for proper job success Employs lean management thinking, system redesign principles, and other change leadership concepts in order to promote efficiencies and strive for highest standards Exercises significant responsibilities in dealing with officials of other units or organizations, or in advising management officials of higher rank Makes decisions on work problems presented by subordinate supervisors, team leaders, or similar personnel; evaluates subordinate supervisors or leaders and serves as the reviewing official on evaluations of supervisory and nonsupervisory employees rated by subordinate supervisors Maintains and recommends awards and bonuses, and manages the overtime budget; subject to approval by higher level officials, supervisors, or others Reviews and approves serious disciplinary actions (e.g., suspensions) involving supervisory and nonsupervisory subordinates Ensures that quality assurance/performance improvement functions are carried out in the performance of the assigned duties. Conducts individual quality assurance/process improvement checks/studies. Receives requests for data from other sources and determines the best method for obtaining, computing, and reporting the data Identifies problems and/or opportunities to improve performance through such avenues as informal meetings, statistical data reviews, and reviews of compliance criteria Establishes cost management, cost containment, and/or cost reduction strategies for the assigned programs by projecting resource needs and revising existing operating procedures. Conducts special studies designed to identify opportunities to improve customer service and process quality Coordinates with clinical leadership teams as necessary in order to ensure clinical access to care. Develops and manages databases necessary for tracking Total Quality Improvement (TQI) training/participation and makes recommendations concerning funding and policy issues based upon the information collected Coaches and mentor individuals at all age levels, while also providing effective guidance at all age levels Gathers data and prepares written correspondence in reply to inquiries from State and Federal Congressional offices, other local government officials, Veterans, and other parties Coordinates the collection of data concerning patient care activities and makes computations as required. Reports data monthly, quarterly, or annually to management Ensures that the telephone communications staff follows all related VA directives, policies, and procedures and that they have completed the mandatory training required. OTHER DUTIES/TASKS AS ASSIGNED Promotion Potential: The selectee may be promoted to the full performance level (GS-11) without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday-Friday, 8:00 a.m. to 4:30 p.m. Virtual: This is not a virtual position. Telework: This position may be eligible for telework on an ad-hoc basis Position Description/PD#: Supervisory Medical Administration Specialist/PD083810 Financial Disclosure Report: Not required 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, 05/01/2026. 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-09 position you must have served 52 weeks at the GS-07. 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. You may qualify based on your experience as described below: GS-09 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: gathering information, identifying and analyzing issues, developing recommendations to resolve substantive problems of effectiveness and efficiency of work operations in a program or program support setting; the incumbent's knowledge requires skill in applying analytical and evaluative techniques to issues of a procedural nature which are readily observable and subject to written guidelines. Work requires knowledge of service operations to manage recurring and ongoing training needs and to resolve individual performance measures. Carries out supervisory duties; plans the work to be accomplished by subordinates, assigns work based on priorities; evaluates work performance. GS-11 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 include but are not limited to: gathering information, identifying and analyzing issues, developing recommendations to resolve substantive problems of effectiveness and efficiency of work operations in a program or program support setting, application of qualitative and quantitative analytical techniques that frequently require modification to fit a wider range of variables; responsible for providing a high level of administrative support to the health administration service, upper management, and other clinical services. This position performs/carries out the following supervisory duties: plans the work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for the completion of work; has regular meetings with subordinates in different sites of care to plan for daily, weekly, and long term needs and to adjust schedules accordingly; assigns work to subordinates based on priorities, the selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; sets priorities and assignments. Preferred Experience: Supervisory experience is preferred You will be rated on the following Competencies for this position: Communications Computer Skills Customer Service Technical Competence 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 of this position is primarily sedentary, but does occasionally require some short periods of walking, bending, stooping, and carrying of light objects, such as manuals, documents, etc., weighing no more than 20 pounds. Occasional travel is required. No special physical demands are required by the work of this position. 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. 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.
