Veterans Affairs, Veterans Health Administration | Philadelphia, PA

Posted Date 10/09/2019
Description Serves as the Corporal Michael J. Crescenz VA Medical Center Centralized Scheduling Call Center and Telecommunications Manager, providing supervision and direction to the staff of the Centralized Scheduling Unit Call Center, Consult Team, and Telephone Operators.
Evaluates, plans, directs, and manages all Centralized Scheduling Unit (CSU) functions to include Supervisory Medical Support Assistants, Advanced Medical Support Assistants and one Telecommunications Supervisor.

Provides the medical center with direction and guidance relating to evaluation, planning, direction and management of all Call Center and Consult Management activities including but not limited to appoint management per current VHA directives, consult management, Electronic Wait List management, Return to Clinic Orders, Veterans Choice List, Recall Reminder management and all associated functions and performance measure metrics.

Ensures staff notifies all appropriate key personnel via automated notification software, pager and/or telephone for all medical alerts, disasters, and other emergency calls. Uses 911 as necessary for the type of emergency.

Development and maintenance of the CSU quality improvement/performance plan to include reviewing and appraising the effectiveness of each phase of administrative activity; including analyzing and reporting findings to management, utilizing information gathered to make necessary improvement; and providing implementable solutions to problems noted in reviews.

Assists in the development of long and short range policies and plans for the CSU participating in the planning process by preparing documents and taking the initiative to identify needs and potential administrative issues/concerns in operations.

Represents management at labor management meetings, assuring management staff is familiar with the negotiated agreements. Participate in union management partnership council. Manages employee/labor relations matters and activity supporting the EEO program.

Conducts surveys and reviews to ensure optimal patient care is being provided and medical center resources are appropriately and fully utilized.

Serves as instructor with scheduler training and education.

Work Schedule: Full-time - Occasional rotations into all shifts as needed.

Relocation/Recruitment Incentives - Not ApprovedTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/22/2019.

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. 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 GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
  • Knowledge and skill in applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations carried out by administrative or professional personnel or substantive administrative support functions, i.e., internal activities or functions such as supply, budget, procurement or human resources which serve to facilitate program operations.
  • Knowledge of Customer Call Center operations, policies, and procedures to include knowledge and skill in the setup, use, monitoring, analysis and reporting of Automated Call Distribution telephone systems, software, and data derived from those systems and software.
  • Knowledge of Electronic Health Records, use of presentations to graphically display data, applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations.
  • Evaluation, planning, direction and management of Call Center and Consult management activities.
  • Managing clinic profile requests for the management of clinics including cancellations, protocols for cancellations, designing clinics, slot utilizations, reviewing the setup with workload for clinics and providers.
  • Oversight of the planning and directing of administrative support activities relating to the efficient processing of a clinical section to include duties such as appointment management, consult management, electronic wait list management, return to clinic orders, veterans choice list, recall reminder management, and so forth OR,
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D., if related; Ph.D. or equivalent doctoral degree.
You will be rated on the following Competencies for this position:
  • Administration and Management
  • Customer Service
  • Managing Human Resources
  • Planning and Evaluating
  • Telecommunications

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: Work is primarily sedentary although some slight physical effort may be required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

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