Clarification from the agency

Open to the current and permanent employees of VA Palo Alto Healthcare System (VAPAHCS) only.

Videos

The primary purpose of the position is to supervise a team of employees performing work at the GS-07/08 level. The incumbent is responsible for the daily management of diverse and complex programs, including programs throughout VAPAHCS, including health care benefits, enrollment/eligibility, TRICARE/CHAMPVA, admissions, decedent affairs, beneficiary travel, outreach patient funds, and the catastrophically disabled program. The incumbent serves as the Supervisory Program Specialist, overseeing areas of Member Services, a section of the Business Administration Service (BAS).

Duties and responsibilities include but are not limited to the following:

• Supervisory Duties 35%:
  • The incumbent is responsible for organizing and supervising the workflow for subordinates and establishing work priorities and making changes and adjustments to work assignments based on any number of issues, including customer demands and needs. The incumbent routinely evaluates staffing needs based on sound business principles and should communicate and justify those needs to the Assistant Chief (Supervisory Program Specialist) and Chief of the Member Services section. Incumbent is responsible for ensuring that subordinates are adequately trained to accomplish all tasks assigned. In addition, incumbent will have responsibility for providing formal and informal training to employees not assigned to the Member Services section, but which have responsibility for Member Services functions, such as conducting financial assessments (means testing), enrollments, and updating patient demographics. Incumbent evaluates and counsels subordinates regarding work performance, capabilities and qualifications; recommends awards, promotion, assignment or removal of employees. When possible, resolves employee complaints and grievances informally; holds corrective interviews, when necessary, proposes disciplinary action where appropriate. Approves or disapproves routine leave requests and sets up vacation schedules for subordinates.
• Program Management and Administration 35%:
  • The incumbent has management responsibility for ensuring the various programs under the jurisdiction of the Member Services section are managed in a manner that ensures a seamless view of support is provided to both external and internal customers.
    • These programs include:
      • Enrollment and Eligibility
      • Admissions
      • Beneficiary Travel
      • Patient Funds
      • Catastrophically Disabled Program
      • Decedent Affairs
      • Outreach
  • The incumbent is required to remain abreast of Business Administration Service issues and is expected to assist with the development of written policies, standard operating procedures, and desk guides. The incumbent will occasionally be called upon to represent the Business Administration Service on committees, special assignments, and other various projects.
• Performance Improvement/Quality Improvement 15%:
  • The incumbent participates in program management and program evaluation and ensures that the administrative functions are integrated to provide optimum utilization of resources. Analyzes workload data to identify systemic problems in workflow and/or improvement opportunities, based on published national standards of medical treatment that can be used to reduce or prevent undesired outcomes in the health care system's revenue cycle, utilization management, and other required metrics. The incumbent initiates or recommends changes to increase effectiveness, improve productivity or utilization of resources, and solve operational problems. The incumbent utilizes knowledge of current practices in Risk Management, Patient Safety, and Performance Improvement standards to modify programs and workflows to improve efficiency, workload optimization, ensure compliance, and optimum utilization of resources.
• Patient Advocate Program Support 15%:
  • The incumbent provides high-level administrative support in the implementation and ongoing management of the Patient Advocate Program on issues and concerns relating to the Member Services section. The incumbent will maintain and ensure the validity of Patient Advocate Programs such as the Patient Advocate Tracking System (PATS) and tracking spreadsheets. Responds to complex questions involving a range of issues, often diffusing tense and difficult situations. Researches problems and/or reviews issues and requests related to information regarding provision for medical care, eligibility, etc. Clarifies issues and evaluates the need for additional information. The incumbent provides advice regarding VHA regulations and local policies and procedures. Provides timely feedback to the patient and/or family on the resolution of issues and concerns.
• Other Duties as assigned

Work Schedule: M-F 8:00 am - 4:30 pm or as determined by the supervisor.
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Program Specialist/PD02952O

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• 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 may 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 or trial 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 09/30/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position, you must have served 52 weeks at the GS-07. 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.

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-07 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 of the organizational structure, policies, and procedures of VAPAHCS and Veterans Health Administration (VHA), including knowledge of the major issues, program goals and objectives, work processes, and administrative operations of the organization.
  • Knowledge of VAPAHCS rules, regulations, and procedures on administrative reporting and control requirements for such matters as records management, time and attendance, travel, purchase of nonexpendable supplies, securities, publications, and form controls, in order to advise staff on procedural requirements and prepare documents on behalf of the leadership and Operations administrative team.
  • Skill in gathering information on the mission, functions, and structure of VAPAHCS in order to provide advice and assistance to staff in identifying and resolving a variety of administrative issues.
  • Skill in applying analytical and process improvement techniques to the identification of issues or problems of a procedural or factual nature.
  • Skill in using computer programs, such as Microsoft Office Suite, VA software packages, including but not limited to CPRS, VISTA Imaging, and GUI mail.

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.

OR,

• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have a master's or equivalent graduate degree

OR,

• 2 full years of progressively higher level graduate education leading to such a degree

OR,

• LL.B. or J.D., if related

. OR,

• Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education.

You will be rated on the following Competencies for this position:

• Administration and Management
• Customer Service (Clerical/Technical)
• Leadership
• Organizational Stewardship

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; religious; 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 it may require some physical effort using computers or transporting documents, presentations, and pamphlets to outreach events. Work is typically performed in an adequately lighted and climate-controlled office. May require being in a clinical environment to accomplish tasks. Some travel is expected for this position to have the ability to meet with local providers away from the duty station to make the best use of their time and schedules.

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/.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.

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.