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: Full time (Monday - Friday, 7:00 am - 3:30 pm) Telework: Telework eligibility will be discussed during the interview process. Position Description/PD#: Supervisory Health System Specialist/PD147760 Relocation/Recruitment Incentives: Not authorized 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, 05/15/2026. 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: Individual Occupational Requirements Undergraduate and Graduate Education: Major study- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration NOTE: Transcripts must be submitted with the application. Education cannot be credited without documentations. OR Specialized Experience is defined as: Progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following: Missions, organizations, programs, and requirements of health care delivery systems; Regulations and standards of various regulatory and credentialing groups; and Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. Special Provision for In-service Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included: Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. In addition to meeting the Individual Occupational Requirement, you must also meet the Minimum Qualification Requirement below: 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 would typically include, but are not limited to: management and oversight of customer service, scheduling, appointment management, administrative and clinical software maintenance, supervisory experience in the health care field and knowledge of fiscal management principles. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 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., in a field related to this position that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with the application. Education cannot be credited without documentations. OR, Combination: Applicants may also combine education and experience to qualify at this level. Must have equivalent combinations of successfully completed graduate-level education (in excess of the first two years or 36 semester hours) and specialized experience to meet total experience requirements. NOTE: If using education combined with specialized experience to qualify, a copy of your transcript is 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 You will be rated on the following Competencies for this position: Accountability Administration and Management Data Management Interpersonal Skills Quality Assurance 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 mostly sedentary. Occasionally, light physical effort may be required, such as that involved with walking, stair climbing, and carrying of light office items. 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.
