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Veterans Affairs, Veterans Health Administration Administrative Officer in Walla Walla, Washington

Summary

The position is located the Jonathan M. Wainwright Memorial VAMC, Walla Walla- WA. The Administrative Officer (AO) serves as the liaison for the VISN 20 PACT Contact Center- Walla Walla (V20 PCC-WW) and reports directly to the Chief, VISN 20 PACT Contact Service. VISN 20 PACT Contact Service is a primary entry point into VA for Veterans. PACT Contact centers support Primary Care as the first contact for scheduling inquiries, message to team, and refill/renew medication.

Responsibilities

Duties include but are not limited to the following: Responsible for the administrative management and efficiency of the V20 PCCWW Monitors real time call volumes and allocates available resources to ensure superior service for patients Responds to escalated patient concerns and assists in tracking and collection of data Directs, monitors, mentors and coaches staff to meet established goals and key indicators Leads special projects as determined by National Offices (Mission and Choice) and assigned by Supervising Nurse Provides direct supervision to approximately 60.0 FTEE Develops performance standards; writing /updating Functional Statements for Title 38 Hybrid positions Evaluates work performance Counsels of employees whose performance is marginal or unsatisfactory; initiating disciplinary actions when necessary; hearing and resolving complaints from employees Plans work to be accomplished; setting short and long-term goals Assigns work based on priorities, difficulty of assignments and employee capabilities; instructing employees on work and administrative matters; initiating recruitment actions Interview and select new employees Obtain resources for continuing education of employees; and determining their training needs Plans and/or accomplishes special projects as directed by VISN and National Directives Serves as a liaison between service, clinic providers, service chief, senior management, and executive leaders to assure access for Veterans Serves as liaison with community members, Veterans, staff and family members of Veterans Extracts and assembles information, conducts analysis and develops reports or presentations to executive leadership and community agencies Develops recommendations and budget suggestions for service which includes updates and changes based on data and new National proposals to VISN executive leadership Monitor and tracks V20 PCC-WW suspense action items, completes as assigned and ensures completion by appropriate staff as assigned by the deadline date and time Researches and/or analyzes problems, issues, or program processes or requirements for VHA through national policy, VHA Directives Determines, pertinent issues and collects relevant information from a variety of sources Conducts extensive research and compilation of data from diverse sources Review call volumes, abandonment rates, speed of responses and call blockage rates ensuring national standards are continually met or exceeded Analyze and make recommendations concerning efficiency and productivity of service Prepares recurring and nonrecurring statistical reports, graphs, charts necessary to convey data, strategic analysis and results to Executive Leadership Participates in organization's planning process, reviews and analyzes budgetary and fiscal data Monitor expenditures and forecasts changes that require reprogramming of funds for assigned areas of responsibility Functions as a recommending and research official for government purchases and is responsible for meeting the standards for review of, documentation, reconciliation, and approval for orders for supplies, services, and equipment Review and be knowledgeable about VHA directives and handbooks related to all aspects of Call Centers Participate in planning committees, task forces, and work groups and provides data/reports as requested Enhances providers' ability to perform the best care possible, maximize efficiency and capacity of care delivered to Veterans Monitors and approves invoices through the OLCS (On-line Certification System) for established contracts Reviews and verifies submitted invoices for accuracy and determines acceptance or rejection of on-line invoices for the department Serves as COR for service and oversees pre-solicitation development documents of contracts Make assignments by establishing overall goals and objectives, with deadlines Plans and carries out work assignments and handles workload, workflow, requirements and deadlines Solves problems or issues related to coverage, work progress, training, and employee conflict to ensure accuracy and quality of work Plans and carries out work assignments and handles workload, workflow, requirements and deadlines Solves problems or issues related to coverage, work progress, training, and employee conflict to ensure accuracy and quality of work Must be responsive in coordinating responses to Executive Leadership at all levels, as well as with community partners when answering congressional inquiries, White House Complaints, Compliance and Business Integrity Hotline Concerns, and Patient Advocate inquires Work Schedule: Monday - Friday, 8:00 am to 4:30 pm

Telework: Available (NOTE: this position will telework 5 days per week)

Virtual: This is not a virtual position.

Position Description/PD#: Administrative Officer/PD803330 and PD803340

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

Requirements

Conditions of Employment

Qualifications

Promotion Potential: The selectee may be promoted to the full performance level 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. To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 09/21/2020. 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-9 position you must have served 52 weeks at the GS-7; For a GS-11 position you must have served 52 weeks at the GS-9. 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 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Specialized experience needed for the GS-11 grade level - experience equivalent to the GS-9 level or higher and demonstrates the following: Experience which demonstrates an understanding of the critical balance between patient contact and clinical functions in a health care delivery system, to coordinate and control programs and resources to achieve this balance; apply specialized principles, and practices of health care management, in directing a health care delivery system to achieving effective and efficient service operations in the health care delivery system and shaping overall system policy and priorities; applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations carried out in a medical setting, or substantive administrative support functions (i.e., internal activities or functions such as budget, or personnel which serve to facilitate line or program operations). Experience with pertinent laws, regulations, policies and precedents which affect the use of program and related support resources (people, money, or equipment) in the area studied. Experience analyzing and making recommendations concerning the centralization or decentralization of operations, and the following specific functions: Bookable Clinic Hours, Cancelled by Clinic processes, Cancelled by Patient Processes, Clinic Profiles, Contingency Plans, patient No-Show processes, Patient Referral & Direct Scheduling Processes, and Same Day Services to ensure clinic operations remain efficient and maximum capacity. Specialized experience needed for the GS-9 grade level - experience equivalent to the GS-7 level or higher and demonstrates the following: Experience which demonstrates an understanding of the critical balance between patient contact and clinical functions in a health care delivery system, to coordinate and control programs and resources to achieve this balance; apply specialized principles, and practices of health care management, in directing a health care delivery system to achieving effective and efficient service operations in the health care delivery system; Experience with pertinent laws, regulations, policies and precedents which affect the use of program and related support resources (people, money, or equipment) in the area studied. Experience with the following functions: Bookable Clinic Hours, Cancelled by Clinic processes, Cancelled by Patient Processes, Clinic Profiles, Contingency Plans, patient No-Show processes, Patient Referral & Direct Scheduling Processes, and Same Day Services to ensure clinic operations remain efficient and maximum capacity. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: For the GS-11 grade level - Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree. For the GS-9 grade level - master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree OR, Combination: Applicants may also combine education and experience to qualify at this level. NOTE: To be creditable, education must have been received at an accredited institution and must demonstrate the knowledge, skills, and abilities necessary to do the work. You will be rated on the following Competencies for this position:

Administration and ManagementPersonnel and Human ResourcesPlanning and EvaluatingWriting 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, although some physical effort may be required as standing, walking for extended periods of time. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional Information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies.

Note: While the primary duty location is listed as Walla Walla, the selected applicant will telework 5 days per week. Thus, locality rate will be based on selected applicant's home address. Receiving Service Credit or 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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/. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online view the following link for information regarding an Alternate Application.

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