Medical Administration Officer

Summary

This position supports the Veterans Integrated Service Network (VISN 3) Office which provides direction to the additional VHA facilities and community based outpatient clinics (CBOCs) in the Network, and is organizationally aligned under the VISN 3 Chief Nursing Officer.

Duties

The duty location will be determined by the employees physical address. This is not a remote position. The employee will work from an approved VHA facility. DUTIES: Serves as the Scheduling Operations Chief for the VISN 12 Clinical Contact Center. Manages the medical administration operations and supports the mission, vision and fundamental principles of the contact center by promoting quality, performance improvement, efficiency, and effectiveness in a call center environment that is committed to serving Veterans during the day, evening, night, weekend and holiday. Has overall responsibility for customer service, enrollment, eligibility, pre-registration, scheduling, appointment management, insurance collection, administrative and clinical software maintenance, management of patient first contact resolution processes, and patient information collection management. Responsible for short-term and long-term planning, contact center customer service and scheduling operations and evaluation of medical administration functions and processes for continuous improvement that meets the VISN 12 Clinical Contact Center goals and objectives. Provides oversight and management of medical administration activities within the contact center, serves as part of the contact center leadership team, and consults VISN 12 leadership on health administration service activities of the contact center. Manages staffing, budgeting, procuring, and training for the Scheduling Service. Develops and implements long and short-range goals and plans, which includes identifying needs and potential issues in operation of the Scheduling Service through analyzing workload, expenditures, trends, and national VA policy implications. Participates in the VISN 12 Clinical Contact Center strategic planning initiatives as well as those of other VISNs located across the nation to assure an awareness of medical administration issues and implications are considered and influence management decisions. Provides a safe working environment for employees. Responsible for full authority of fund control points and operating budgets for the Scheduling Service. Approves overtime expenditures for the Scheduling Service and works to manage resource in the best Manages and approves overtime expenditures for the Scheduling Service and works to manage resource in the best interest of patient care and the VISN 12 Clinical Contact Center operations. Manages personnel issues within the Scheduling Service, which includes recommending action on hiring, promotions, selections, awards and disciplinary actions. Investigate employee complaints and implements or recommends appropriate action. Assures performance standards are in place and deadlines are met for employee appraisals and competencies. Serves as the subject matter expert for the interpretation and implementation of policies and directives. Work Schedule: Primary hours are Monday through Friday; 7:30am to 4:00pm. At times may need to flex based on the needs of the service. Compressed/Flexible: Not authorized. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Medical Administration Officer/PD21137O Relocation/Recruitment Incentives: Not authorized. Critical Skills Incentive (CSI): Not approved. Permanent Change of Station (PCS): Not authorized.

Qualifications

You may qualify based on your experience and/or education as described below: 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-13 position you must have served 52 weeks at the GS-12. 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. GS-13 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience with healthcare administrative and scheduling systems, call center technologies, and collaboration tools, along with experience supporting or implementing new technical solutions. Proven success supervising large, diverse, and geographically dispersed teams, including experience managing performance, staffing, coaching, and conflict resolution in a 24/7 operational environment. Demonstrated leadership experience overseeing complex healthcare administrative operations, including scheduling, enrollment, eligibility, and patient access services in a medical center or large healthcare system. Experience in strategic planning, budget management, resource allocation, and implementing policies, procedures, or process improvements that enhance service quality, efficiency, and compliance. Strong background in quality and performance improvement, including analyzing operational metrics, conducting audits, and leading initiatives that improve workflow, productivity, or customer service. Excellent communication and customer service skills, with experience engaging stakeholders at multiple levels including clinical teams, executive leadership, external partners, and Veterans to resolve issues and support organizational goals. 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.