Medical Administration Officer

Scheduling Operations Chief

Serves as the Scheduling Operations Chief for the VISN 12 Clinical Contact Center. Manages the medical administration operations and supports the mission, vision and fundamental principles of the contact center by promoting quality, performance improvement, efficiency, and effectiveness in a call center environment that is committed to serving Veterans during the day, evening, night, weekend and holiday. Has overall responsibility for customer service, enrollment, eligibility, pre-registration, scheduling, appointment management, insurance collection, administrative and clinical software maintenance, management of patient first contact resolution processes, and patient information collection management. Responsible for short-term and long-term planning, contact center customer service and scheduling operations and evaluation of medical administration functions and processes for continuous improvement that meets the VISN 12 Clinical Contact Center goals and objectives. Provides oversight and management of medical administration activities within the contact center, serves as part of the contact center leadership team, and consults VISN 12 leadership on health administration service activities of the contact center. Manages staffing, budgeting, procuring, and training for the Scheduling Service. Develops and implements long and short-range goals and plans, which includes identifying needs and potential issues in operation of the Scheduling Service through analyzing workload, expenditures, trends, and national VA policy implications. Participates in the VISN 12 Clinical Contact Center strategic planning initiatives as well as those of other VISNs located across the nation to assure an awareness of medical administration issues and implications are considered and influence management decisions. Provides a safe working environment for employees. Responsible for full authority of fund control points and operating budgets for the Scheduling Service. Manages and approves overtime expenditures for the Scheduling Service and works to manage resource in the best interest of patient care and the VISN 12 Clinical Contact Center operations. Manages personnel issues within the Scheduling Service, which includes recommending action on hiring, promotions, selections, awards and disciplinary actions. Investigate employee complaints and implements or recommends appropriate action. Assures performance standards are in place and deadlines are met for employee appraisals and competencies. Serves as the subject matter expert for the interpretation and implementation of policies and directives.

Work Schedule: Primary hours are Monday through Friday; 7:30am to 4:00pm. At times may need to flex based on the needs of the service.

Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position.

Position Description/PD#: Medical Administration Officer/ PD21137O

Relocation/Recruitment Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Permanent Change of Station (PCS): Not authorized