Summary This position is located within a Veterans Health Administration (VHA) Medical Center (VAMC) at the Department of Veterans Affairs (VA).The primary purpose of the Ambulatory Care Operations Director-Group Practice Manager (ACOD-GPM) is to provide oversight and administrative management of all ambulatory care services in the VAMC and related Community Based Outpatient Clinics (CBOCs) as it relates to access to care as applicable. Responsibilities Provides access related consultative services to the VAMC, VISN and National leadership. Work with the National Program Office, in collaboration with VAMC Service Lines, to review and develop national guidance and policies that will facilitate standardized processes. Review and provide input on nationally issued regulations and policies for VA-wide implementation, utilizing local ACOD-GPMs and communication strategies. Works as part of a national group of ACOD-GPMs to ensure a wide range of local factors are considered in the development of national policies and procedures. Will be called upon weekly to collaborate with staff from other facilities and to work on national project groups to review and develop national and VISN level policies, procedures, systems, requirements documents, and business or access analysis initiatives. Coordinates and aligns system performance measures and goals with system needs and specific requirements of national or VISN cooperative efforts. Review and evaluate local processes and procedures to determine areas of effectiveness, efficiency, and improvement for proposal through GPM Community of Practice and the national Steering Committee at the national level. Report to access leadership in the Office of Clinical Operations (10NC). Interface with the national access leadership to evaluate and incorporate best practices to improve patient access to care and ensure that standards set are met locally. GPMs will provide input to national VHA policies. As appropriate, mentoring and training other ACOD-GPMs may be required across VHA. Review and evaluate system-wide training plans to optimize local use. Implement a local clinic management system based on national requirements. Propose improvements in national training curriculum for onboarding and sustainment activities. Work with subordinate supervisors, associate ACOD-GPMs, and clinic practice management team when applicable to consistently evaluate the efficiency and effectiveness of the local staff, provide feedback, and determine what national training initiatives are needed locally to have the largest impact. Maintain knowledge of clinic practice management training materials and oversee development of action plans to fulfill CPM training requirements. Work with Veteran Experience Advocates at the local VAMC to evaluate patient and family concerns regarding the access to services needed. Coordinate efforts with national requirements, including the MyVA alignment. Coordinate efforts to ensure patient concerns are received, evaluated, and addressed in a timely and effective manner by the appropriate subject matter experts. Ensure that processes and procedures developed are data-driven. Oversee the evaluation of outpatient care patient feedback for access and quality measures at the VAMC. Deploy an analytics system for the collection and analysis of outpatient care patient feedback for access and quality measures at the VAMC. Evaluate and recommend changes for continuous process improvement. Coordinate with the Veterans Experience, clinic management, scheduling, and analytic groups. Use Advanced Principles and Strategies for Access Improvement to review and provide guidance to Clinical Leads (CLs). Review and provide guidance to identify strategies to reduce backlog. Oversee and monitor existing or emerging workflow issues. Oversee and monitor consult management issues and provide guidance to CLs and Administrative Leads (Als) when required. Oversee and monitor Information Technology (IT) usage and issues and provide guidance to CLs as needed.Work with local personnel to integrate data analytics and measures with continuous process improvement utilizing LEAN, Six Sigma, and other improvement methodologies to meet and sustain ambulatory care goals and objectives. Collect and analyze trended data sets to assist in the allocation of resources. Identify causal interrelationships between the various aspects of ambulatory care and its impact on clinical operations in order to achieve and sustain quality, safe, efficient, and effective ambulatory care. Develop sustainment and continuous improvement plans for team. Identify connections with access and the Veterans Experience. Develop, implement and monitor a facility level plan for sustainment and continuous improvement. Present continuous improvement plans to leadership, noting resource implications of recommendations. Analyze and interpret complex data. Research and prepare comprehensive reports Work Schedule: Monday- Friday 8:00 a.m.- 4:30 p.m. Telework: Ad-hoc Position Description/PD#: Supervisory Health System Specialist/PD127310 Relocation/Recruitment Incentives: Authorized Permanent Change of Station (PCS): Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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-13 position you must have served 52 weeks at the GS-12.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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Qualifying specialized experience can include: Heling to identify, define and prioritize customer service tools, process improvement and training opportunities that will support frontline employees in providing predictable, consistent and easy customer service experiences for Veterans, their caregivers and survivors. Assisting with analyzing and interpreting complex data. Assisting with researching and preparing comprehensive reports. Assist leadership in forecasting the impact of staff changes and developing countermeasures to mitigate the effect of staff shortages on access to care. Helping by interfacing with national leadership to ensure local policies and procedures are consistent with national policies; recommending national improvement strategies, policy and process changes to executive leadership at the VAMC, VISN and VACO levels as appropriate. Experience must have been in a 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: 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. NOTE: 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 their resume. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical) Information Resources Strategy and Planning Organizational Performance Improvement 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: Performance of the incumbent's duties may require extensive walking per day to meet with the VAMC quadrad, Clinic Leads, Administrative Leads, MAS staff, and other clinic personnel. Trips to satellite outpatient clinics are sometimes necessary and will involve transportation via station vehicle or privately-owned vehicle. 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. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.