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Supervisory Health System Specialist (Call Center)

Department of Health and Human Services
Indian Health Service
Phoenix Indian Medical Center | Centralized Appointment Call Center
This job announcement has closed

Summary

ORGANIZATION LOCATION: Indian Health Service, Phoenix Service Unit, Phoenix Indian Medical Center, Division of Information Technology, Centralized Appointment Center. Position is located in Phoenix, Arizona, and supervised through the Chief Information Officer. This position as a Deputy to the Director, the incumbent provides leadership in support and technical assistance to staff by evaluating, analyzing and coordinating the operations of the Centralized Appointment Center.

Overview

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Reviewing applications
Open & closing dates
07/03/2025 to 07/14/2025
Salary
$77,343 to - $100,541 per year
Pay scale & grade
GS 11
Location
1 vacancy in the following location:
Phoenix, AZ
Remote job
No
Telework eligible
No
Travel Required
Occasional travel - You may be expected to travel for this position.
Relocation expenses reimbursed
Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
None
Supervisory status
Yes
Security clearance
Other
Drug test
No
Position sensitivity and risk
Moderate Risk (MR)
Trust determination process
Announcement number
IHS-25-PX-12758250-ESEP/MP
Control number
840079100

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Duties

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  • Directs, coordinates and oversee work of subordinate supervisors within Call Center to assure work assignments are carried out.
  • Trains, develops and orients subordinates; and interprets regulations, requirements and procedures.
  • Develops and implements a comprehensive internal quality control system that measures the effectiveness of such controls and their impact on the program.
  • Responsible for identifying and implementing operational processes based on the interpretation and analysis of an extensive body of regulations, and federal law.
  • Performs studies that analyze and evaluate the practices and methods of the Centralized Appointment (Call) Center, Scheduling Appointments, Proper Registration of Patients, and Coordination with the Medical Clinics.
  • Responsible for patient data/workload reporting function, developing briefings, charts/graphs, and statistical reports as requested by management.
  • Exercises delegated authority to make a preliminary determination in cases of questionable eligibility and probably third-party liability.
Total Compensation Package - Check out IHS's outstanding total compensation package for this job:
Health System Specialist Total Compensation | Pay (ihs.gov)

Requirements

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Conditions of employment

Must pass pre-employment examination.
Selectee may be subject to a probationary/trial period
ESEP appointees typically serve a two year trial period
U.S. Citizenship is required
Selective Service Registration is required for males born after 12/31/1959

This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes.

A one-year supervisory/managerial probationary period may be required upon selection/placement.

Confidential Financial Disclosure Form required.

IHS Selectees that will work in an IHS health care facility may be subject to Employee Health Policies related to Measles and Rubella, COVID-19, and seasonal influenza immunizations. Vaccine exemption requests may be available according to the National and/or Service Unit guidance.

Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/.

Work Schedule: Monday thru Friday, 40 hours per week.

You will need to set up direct deposit so we can pay you.

Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process.

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying.

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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

BASIC REQUIREMENT(S):
INDIVIUAL OCCUPATIONAL REQUIREMENTS:

  • Education: Undergraduate or graduate education with a major study in hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration; OR
  • Experience: Progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following; OR
    • Missions, organizations, programs, and requirements of health care delivery systems;
    • Regulations and standards of various regulatory and credentialing groups; and
    • Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement.
  • Special Provision for Inservice Placement: Successful complete of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included:
    • Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements;
    • Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and
    • Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program.

In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below.

MINIMUM QUALIFICATIONS - GS-11:
  • Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Providing supervisory duties, responsible for evaluating, analyzing, and coordinating work of subordinates. Conducting internal quality control measures to evaluate quantity and quality of call center operations. Responsible for analyzing, and evaluating the processes of scheduling patient appointments, proper registration of patients, and coordination with clinics. Conduct training with service unit leadership. Performed exercises authority on preliminary determination in cases of questionable eligibility and third-party liability; OR
  • Ph.D. or equivalent doctoral degree; OR
  • Three (3) full years of progressively higher level graduate education leading to such a degree; OR
  • LL.M., if related that included major study in hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration; OR
  • Combination of education and specialized experience:Possess a combination of experience AND graduate education that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100% for qualification requirements of this position.

Time In Grade
Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP).

You must meet all qualification requirements within 30 days of the closing date of the announcement.

Education

This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer.

Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.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 https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement.

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. IHS may offer newly-appointed Federal employees credit for their directly related previous 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.

This position is not covered by a Bargaining Unit.

Recruitment or Relocation Incentives or Permanent Change of Station may be authorized and is subject to availability and service unit approval. If offered, you will be required to sign a service agreement. The service period may not be less than 6 months and may not exceed 4 years. Failure to fulfill the service agreement will result in repayment of the incentive.

This position meets the criteria specified in pillar number one of the five pillars of the PHS Commissioned Corps. PHS Commissioned Officers interested in performing the duties of this position within the Commissioned Corps MUST apply online under the merit promotion announcement indicated above in order to receive consideration. For more information on PHS Commissioned Corps, visit the website at: https://www.usphs.gov/.

This position has no promotion potential.

How you will be evaluated

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

Additional selections may be made for similar positions across the Department of Health and Human Services (HHS) within the local commuting area(s) of the location identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) at HHS. Clearance of CTAP/ICTAP will be applied for similar positions across HHS.

To determine if you are qualified for this position, a review of your resume and supporting documentation will be made and compared against the qualifications as defined in the qualifications section of this vacancy announcement and your responses to the assessment questions.
You will be further evaluated/rated based on the information provided in your resume (your resume must state specific duties that relate to this position) and your responses to the assessment questions to determine your competency in the following.

  • Auditing
  • Financial Management
  • Planning and Evaluating
  • Problem Solving
  • Technical Competence


You will receive a numeric rating based on your responses to the assessment questionnaires. If after reviewing your resume and responses to the assessment questions, a determination is made that you have overstated your qualifications and or experience, you may lose consideration.

The following links below provide information on how you may be eligible for various hiring authorities. If you are a Veteran, qualified CTAP and ICTAP eligible, or an individual with a disability, please refer to the following links below for additional guidance. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Workforce Restructuring Career Transition website at: https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.
Click here to view vacancy questions: https://apply.usastaffing.gov/ViewQuestionnaire/12758250. All documents above MUST be received by 11:59 pm (Eastern Standard Time) of the closing date of, 07/14/2025, to be considered.

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