Supervisory Program Specialist

Supervisory Program Specialist

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#: PD02952O

US Department of Veterans Affairs