Summary
This position is in Pharmacy Services, Pharmacy Customer Care (PCC), This position includes administrative processes, health systems, information technology, financial workload, and patient services in its role to develop and implement programs and techniques to improve PCC business practices/processes and provide support services to the Pharmacy Director, Associate Directors, PCC managers, Supervisors, Pharmacy Technicians, Lead Contact Representatives (CRs) and Contact Representatives(CR).
This job is open to
Clarification from the agency
This position is open only to current permanent employees of VHA Member Service, station 702.
This job announcement is open to the first 25 applicants
Duties
Duties include but are not limited to:
- Supports PCC contact programs and provides Subject Matter Expert (SME) support to facility staff related to PCC referrals. Plans and accomplishes special projects within prescribed timelines.
- Manages special projects for major program issues of broad impact to the agency. Undertakes or participates in special projects, ongoing analyses, investigations, and initiatives that have high priority for senior management. These projects typically require complex analyses and written justifications and may require organizing special committees and/or initiation of program reviews.
- Builds rapport with VA customers, executes established quality processes on both internal and external Partner Relationship Management (PRM) referrals in coordination with Resolution Management.
- Develops proposals and/or plans related to the implementation of new or modified programs or projects. Recommendations include staffing projections, rollout plans, proposals for new services, recommendations for automation of certain functions, and related activities.
- Works directly with VA customers to identify VistA, PCC, fulfillment mailing, or medication processing issues. Takes great care to ensure issues are identified, followed up on and supported until resolution. Coordinates with Resolution Management and PCC as needed
- Responsible for resource allocation and building space management. Point of contact for all team reorganizations, email workgroup changes, desk assignments for new and current employees.
- Updates Team assignment listing and desk seating spreadsheets located on the HRC Intranet for all PCC employees. This includes both Topeka and Waco staff, and is utilized by HR staff for onboarding purposes.
- Responsible for developing Change Management SOP's. Required to utilize Lean Six Sigma managerial concepts for various Change Management processes for Member Services (MS) long term Strategic Plans (i.e. Balance Score Card).
- Provide Contact Center Services for 30% of VA medical facilities. Develop marketing plans to obtain new business. Responsible for contact services for Fee Basis prescriptions from Non-VA pharmacies.
- Supervises PCC Supervisory CRs performing work at the GS-09 grade level as well as supervises CRs, Lead CRs, and when needed to Pharmacy Technicians performing work at the GS-05 to GS-08 grade levels respectively.
- Reviews and approves timecards for all staff supervised and is a 2nd level approver for various management staff. Serves in an intermediary role between HRC staff and MS Payroll staff.
- Performs administrative and human resource management functions relative to all staff supervised. Supervisory duties within the scope of existing HRC policies and within the scope of the negotiated labor contract. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal and informal employee performance management evaluations.
- Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance section performance.
- Recommends personnel actions, including disciplinary and performance-based actions, when appropriate. Reviews and approves or disapproves leave requests. Assures that subordinates are adequately trained to perform assigned duties, recommending additional training when needed to enhance employee development. Provides informal feedback and periodically evaluates employee performance.
- Recommends recognition of special contributions and/or superior performance. Assures that subordinates are trained or otherwise familiar with section and HRC policies and procedures.
- Analyzes individual staff performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, providing training, requiring additional staffing and/or overtime, and related actions.
- Provides guidance and assistance to Supervisory and Senior CRs and administrative clerks/timekeepers to resolve issues without the involvement of a higher level HRC supervisor or manager such as the Director, Associate Director, and DADs, except in unusual escalated issues.
Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs.
Telework: Yes - Incumbent must be willing to work onsite at least 2 days per pay period.
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Program Specialist /PD00630A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
Requirements
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
- 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.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/03/2024.
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-11 position you must have served 52 weeks at the GS-09. 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 GS-11: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
- Skill in adapting analytical techniques and measurement criteria to assess program effectiveness, organizational work methods, perceptions, etc., and to implement improvements to these programs and system processes.
- Conducting extensive literature research and to integrate findings, to support statistical data for studies and reports and to identify complex interrelationships, and causes and solutions to address statistical trends.
- Working in a facilitator capacity on projects, negotiating effectively with management, the work force, and customers.
- Knowledge of computer systems such as Microsoft Office to execute several functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text; formatting letters, reports and memoranda; and transmitting and receiving e-mail.
- Evaluating staff work performance, providing performance and productivity input, recommending personnel actions, including disciplinary and performance-based actions.
OR,
- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., in a related field OR,
- Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond Master's Degree.
You will be rated on the following Competencies for this position:
- Administration and Management
- Manages Human Resources
- Project Management
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: Extensive walking, standing, and carrying of light items such as folders or books. Work involves considerable time sitting at a desk. No special physical demands are required.
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
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: http://ope.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/.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
- 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)
- Performance Appraisal
- Resume
- Separation Notice (RIF)
- 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.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/03/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12460429.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Next steps
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.
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