Summary This position is located within the Business Office of the VA Connecticut Healthcare System (VACHS). VAHCS consists of the West Haven campus (tertiary care facility classified as a Clinical Referral Level One Facility), the Newington campus (ambulatory care center that provides primary and specialty care), and six community-based outpatient clinics located in Danbury, New London, Stamford, Waterbury, Willimantic, and Winsted. Responsibilities The incumbent serves as the Communications Business Manager (CBM) and is responsible for directing scheduling operations planning efforts, development activities to include education, deployment and sustainment of access to care initiatives which impact access to care, scheduling efficiency, revenue enhancement, retention of managed lives (Veteran enrollees), cost containment and oversight of the telephone operator section. Duties include, but may not be limited to the following: Program Oversight and Administration: Serves as the Scheduling and Communications Manager by advising the Chief of the Business Office and others concerning all outpatient scheduling oversight and telephone operator functions. The incumbent analyzes data generated from a variety of sources (e.g. VSSC, Pyramid, Corporate data warehouse, VISTA, Austin data files), to identify and report by section, clinic or other location implementation of significant process changes and adherence to the systems re-design principles. Resource and Performance Management: Directly responsible for the personnel management and program management of Scheduling and Communication Manager duties and responsibilities of frontline or subordinate supervisory staff. Specifically, this involves planning, directing, completing, and controlling assigned projects, as well as ensuring compliance with VHA directives, handbooks, etc. in carrying out scheduling and telephone operator section activities. Business Cycle Support, Budget Administration and Other Resource Management :Evaluates past expenditures and perceives immediate and long-term requirements and their budgetary impact, coordinates staff input and prepares budget requests accordingly. Monitors expenditures and proposes reallocation of funds based on shifting facility needs. Responsible for proactively pursuing ideas for possible revenue generation in connection with scheduling operations efforts. Ability to systematically structure one's own activities and the activities of others to achieve effective management and outcomes. Knowledge and understanding of the relationship between clinical program development/operations, resource management, consumer affairs, and internal/external review programs; and their relationship to planning in order to advise the facility executive leadership on comprehensive clinical operations and group practice issues Knowledge of governmental healthcare fiscal regulations and reporting requirements, including Medicare, Managed Care, and contract requirements Decision Making. The ability to resolve multi-dimensional problems which cross-organizational lines. Identifying and assessing complete impact of a proposal before implementation to avoid unexpected outcomes. Ability to establish and maintain communications with internal and external groups and individuals, which include Presenting information clearly and effectively to groups of individuals both inside and outside the organizations. Program Management Knowledge of the general principles and practices of resource management, scheduling operations, and Lean Six Sigma tools deployment. Knowledge of the operation of a health care organization or system and of the principles and practices of heath care management. Responsible for the assignment of work, leave approval, developing performance standards, rating employees, planning, resolving complaints, program direction, coordination of work, and recommending disciplinary actions of approximately Work Schedule: 40 Hours a week, Monday-Friday, 8:00am - 4:30pm, EST Telework: Per Supervisory Discretion Virtual: This is not a virtual position. Position Description/PD#: Medical Administration Special (Supervisory)/PD041760 Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Permanent Change of Station (PCS): Not Authorized. Notifications: This position is not a Bargaining Unit position Position is in the Competitive Service. Veterans' Preference does not apply for internal or other current permanent Federal agency employees. Interchange Agreements with Other Merit System: Employees who occupy medical or medical-related positions and were appointed under 38 U.S.C. 4701(1) or (3) [formerly 38 U.S.C. 4104 (1) and (3)] must be serving in a full-time position without time limit and have served continuously for at least one year in this other merit system to be eligible to convert to the Title 5 System. Some exceptions to this rule may apply if you have previously acquired tenure under a Title 5 appointment. Current Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and @type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 identification 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, 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, 06/12/2026. 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-12 position you must have served 52 weeks at the GS-11. 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 must qualify based on your experience as described below:GS-12 Grade Requirements Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Planning, directing, budgeting and managing the integration of administrative systems. Providing managerial oversight with a full range of supervisory responsibilities for subordinate supervisors and staff, and related Business Office Service functions including recruitment of staff, policy development, directing/reviewing the work of subordinate employees, employee training/development, evaluating work, employee performance and budget development and management, Responsible for directing scheduling operations planning efforts, development activities to include education, deployment and sustainment of access to care initiatives which impact access to care, scheduling efficiency, revenue enhancement, retention of managed lives (Veteran enrollees), cost containment and oversight of the telephone operator section. The scope of duties includes, but is not limited to, resource management, data management, operational planning, and position management of scheduling support staff for a multidisciplinary and multi-site health care system, has final administrative decision-making authority, responsibility and accountability on issues affecting scheduling service delivery, primarily focused on the administrative operations of all scheduling services, collaborates with operations and service chiefs to ensure all VACO, VISN, and VA Connecticut Executive Leadership's integrated goals and priorities are met, will also work closely with peers in other areas to meet their needs as internal customers and the needs of external customers as well, must be knowledgeable of overall VISN and health care system goals, missions and priorities to assure a positive impact on other programs and 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. 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/. 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: Work is mainly sedentary. Travel is necessary. There may be some walking, standing, bending, carrying/traveling with items such as books and portable laptop. The work is usually performed in an office environment, meeting rooms or similar settings. Travel involves the normal risks and discomforts of automobile, bus, rail or air transportation. Work Conditions: Work is performed in a medical center (integrated healthcare delivery environment) and involves regular and recurring rises of exposure to contagious disease, noise and heat and humidity. 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
