Program Specialist

About the role

This position is located in Patient Administration Service (PAS), of the Edward Hines VA Hospital. The primary purpose of this position is to serve as the integral link between the Medical Support Assistants and PAS in providing oversight, support, evaluation and tailored training as it is related to scheduling responsibilities and appointment management.

The incumbent is responsible for performing appointment audits and other reviews for schedulers throughout the facility.

What you will do

• The incumbent develops, modifies and administers training programs for the scheduling staff and supervisors throughout the facility and tailors training for local needs and specific areas.
• In this capacity, the incumbent coordinates orientation activities and prepares material to educate new and experienced scheduling employees with the organization's mission, structure, history, objectives and policies of scheduling and high-level customer service.
• He/she develops, reviews, analyzes, implements, and conducts training based on facility needs and performs analysis of audit findings related to access to care, scheduling, consult management, insurance capture, recall reminders, return to clinic orders, open encounters, and clinic profile management.
• On a continuing basis, the incumbent assesses training and education efforts to determine the effectiveness of the training program while keeping abreast of any changes or updates to directives related to scheduling.
• The incumbent provides management with periodic reports on the status of the training and an analysis of the effectiveness and capacity of the training program in achieving agency objectives and policies.
• The incumbent modifies annual training plans to stay within the guidelines established by VHA regulations and top management to meet training objectives.
• The incumbent provides detailed guidance to staff concerning scheduling procedures.
• The incumbent works with supervisors, managers and service chiefs to resolve discrepancies or conflicts with established schedulers training.
• The incumbent provides consultation and assistance in implementation of performance improvement activities.
• The incumbent participates in all phases of training, developmental planning, implementation and evaluation and serves as the point of contact for routine development and one-on-one training matters.
• He/she incorporates training material and guidance prepared at the national level and develops and modifies procedures, courses, training guides and plans, and seeks alternative training sources when appropriate for local needs.
• The incumbent prepares internal office instructions governing local training development programs and works with all facility staff to identify and develop continuing education programs for facility quality improvement.
• He/she conducts formal and informal in-service and continuing education programs based on identified needs and provides training to all staff with the ability to schedule, coordinate and utilize appropriate teaching aids when applicable.
• The incumbent reviews, analyzes and evaluates training courses and programs to assess their quality and effectiveness and follows up on training to determine successful completion of courses.
• The incumbent ensures all assigned training and development needs meet the requirements of VHA guidance.
• The incumbent ensures all assigned training and development needs meet the requirements of VHA guidance.
• Develops facility training plans and schedules monthly, annual trainings, reflected on a calendar including course, date, time and locations.
• Participates in facility, VISN and national committees along with the Patient Administration Service in representing the facility on topics such as, but not limited to, scheduling programs, access to care, consult management, clinic practice management and data support.
• Monitors facility wide master list for scheduling.
• The incumbent provides assessments of scheduling processes through a standardized auditing mechanism.
• He/she conducts extensive reviews and analysis of data from diverse sources, assembles information, and develops reports or presentations.
• This monitoring requires an extensive knowledge of administrative practices and polices within the Veterans Health Administration (VHA).
• The incumbent plays an integral role in auditing, monitoring, and systems integrity.
• The incumbent must manage, advise or perform internal audits of scheduling activities and issue reports of audits that describe findings and recommended corrective actions.
• Performs other related duties as assigned.
• Work Schedule: Monday-Friday 7:30am-4:00pm, Tour of duty may vary based on the needs of the service.
• Virtual: This is not a virtual position.
• Position Description/PD#: Program Specialist / PD18218O Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
• The incumbent has knowledge and experience with VHA scheduling directives and policy.
• Current VHA employees are asked to verify eligibility by submitting a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50).

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: ***

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: ***

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified.

Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. 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.

Documents you must provide

• Resume SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.
• Cover Letter Other (1) Resume SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Additional information

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 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 CTAP eligibility is on OPM's Career Transition Resources website at *** 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.