Veteran Health Administration Program Specialist in Houston, Texas

Announcement Number: JP-16-JFM-1781066-BU

Department: Department Of Veterans Affairs

Agency: Veterans Affairs, Veterans Health Administration

Position Info: Full Time

Location(s): Houston, TX

Open Period: 2016-08-25 to 2016-09-15

OverviewWho May Apply

Current, permanent employees of the Department of Veterans Affairs

Appointment Duration

Agency Employees Only

Job Status

Full Time

Agency Marketing Statement

Vacancy Identification Number (VIN): 1781066

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

Job Summary

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to

VA encourages persons with disabilities to apply. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Key Requirements

  • You must be a U.S. citizen to apply for this job.

  • Subject to a background/suitability investigation.

  • Designated and/or random drug testing may be required.

  • You must meet Time-in-Grade requirements

  • Selective Service Registration is required for males born after 12/31/1959.

  • Department of Veterans Affairs Employees Only

DutiesMajor Duties

This full-time, permanent position is located at the Michael E. DeBakey VA Medical Center in Houston, Texas, in the Office of the Director.

The incumbent serves as a Customer Service Liaison, which falls under the direction of the Office of the Director. The primary purpose of this position is to improve the veteran and non-VA care provider experience with non-VA care. The incumbent will assist the Network Business Manager in conducting reviews in the areas of Non-VA Care Coordination (NVCC). The incumbent will also conduct review as required by their direct supervisor and Medical Center leadership.

Major duties include, but are not limited to:

  • Serves as the local Subject Matter Expert (SME) and intermediary for issues related to the Central Business Office Purchased Care Payment Center (CBOPC) and the Michael E. DeBakey VA Medical Center Non-VA Purchased Care unit.

  • Responsible for planning, coordination, and evaluation of customer service initiatives and serves as an advisor on such issues to the Chief, Non-VA Care.

  • Develops and coordinates a service recovery program that focuses on resolving complaints/issues related to Non-VA/Purchased Care.

  • Develops annual plan, including objectives for process improvement in customer service and patient satisfaction related to the Non-VA Care Coordination (NVCC) processes.

  • Responsible for providing the Purchased Care "Service Excellence" weekly report, monthly reports, quarterly reports, semi-annual reports and yearly reports to the Quadrad, supervisor, VISN 16 Business Manager and Chief Business office or designee.

  • Determines pertinent issues and collects relevant information from a wide variety of sources.

  • Ensures coordination, consistency and lack of duplication of customer service initiatives.

  • Receives and hears complaints, grievances and other requests for information from patients, vendors, or from individuals acting on behalf of the patients and vendors.

  • Investigate complaints, initiates action/appeals or change to rectify the situation and reports corrective measures taken.

  • Provides training for research formulation, identifying the needs and excesses and using the established methods and modalities.

  • Organizes, complies, summarizes and analyzes the data collected and develops reports.

  • Performs other duties as assigned.

Work Schedule: 8:00 a.m. - 4:30 p.m. Monday-Friday (No Alternate Work Schedule is Available).

Position Description Title/PD#:3478-A

Qualifications And EvaluationQualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement

Specialized Experience: TO QUALIFY FOR CONSIDERATION AT THE GS-9 LEVEL: You must possess at least 52 weeks of specialized experience equivalent to at least the GS-7 or, master's or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to such a degree, or LL.B. or J.D., if related. This specialized experience must have been equivalent to at least the GS-7 grade level in the Federal service.

GS-09 SUBSTITUTION OF EDUCATION FOR EXPERIENCE(Transcripts Required): You must possess a master's or equivalent graduate degree or successful completion of two (2) years of progressively higher-level graduate education leading to such a degree or a LL.B. or J.D., if related, obtained in an accredited college or university, may be substituted to qualify for the grade 09, Program Specialist position. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent one (1) year of full-time study. If that number cannot be obtained from the school, 18 semester hours will be considered an academic year of graduate study. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended.

GS-09 COMBINING EDUCATION AND EXPERIENCE (Transcripts Required): You must possess equivalent combinations of successfully completed graduate education and specialized experience directly related to the work of the Program Specialist position, which may be substituted to meet the experience requirements of the position. For example, 6 months of appropriate specialized experience equivalent to GS-07 (50 percent of the experience requirement for GS-09) and 1 year of successfully completed graduate education (18 semester hours), as is describe above, (50 percent of the education requirement for the GS-09) would qualify for a GS-09 position.

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: 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: 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.


Physical Requirements: This position is active, with the incumbent required to demonstrate various aspects of exercise programs and activities and expected to model the wellness practices promoted by the Employee Wellness Program. Program planning and coordination duties will take place in an office environment, but activities and events may take place in various locations and both indoors and outdoors.

Time-in-grade: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements. For this position, you must have served 52 weeks at the GS-7 level.



You will be rated on the following competencies based on your application for this position.

KSA 1 – Ability to establish priorities, and adjust/respond to changing issues, requirements and situations.

KSA 2 – Ability to extract, collect, compile and summarize data in order to produce and present accurate informational data.

KSA 3 – Knowledge of healthcare claim payment methodologies, processes, and software (FBCS, Doc Manager, VISTA FEE Menu) are related to non-VA claims processing and regulatory requirements. Knowledge of medical terminology.

KSA 4 – Ability to communicate, both orally and in writing, including the ability to communicate technical information.

KSA 5 – Knowledge of and skill in utilizing Microsoft Office (or comparable software programs) to create reports, letters, spreadsheets, and other documents.

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 résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

How To Apply InformationHow To Apply

All applicants are encouraged to apply online.

To apply for this position, you must complete the View Occupational Questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on Thursday, September 15, 2016 to receive consideration.

  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

  2. 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 USAJOBS account,, select the Application Status link and then select the more information link for this position. The Details 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Required Documents

All applicants are required to submit the following supporting document type(s): ·Resume ·SF-50

Applicants may also submit the following supporting document type(s),which may not be required for all applicants:

·Cover Letter ·OF-306 ·Other ·Other Veterans Document ·Transcript

Please use this checklist to ensure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), or 10pt (CP/CPS, XPP, XP), or for Sole Survivor Preference (SSP), on the Occupational Questionnaire in the section(s) provided. A legible copy of your DD214(s) indicating character of service, disability certification, SF-15 (if claiming 10 pt. preference) or if you are currently serving on active duty and expected to be released or discharged within 120 days; documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), or dates of impending separation. Documentation is required for eligibility verification.

Faxing Applications or Supporting Documents: You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you are unable to apply online or unable to upload your supporting documents to your online application, follow the directions located at the following site: Fax Options. The Vacancy ID of the job opportunity announcement is 1781066.

NOTE: If you applied online and your application is complete, do not fax the paper application (1203-FX) as this will overwrite your prior online responses and may result in you being found ineligible.

What To Expect Next

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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on "Application Status." For a more detailed update of your status, click on "more information." Information regardingapplicant notification pointscan be found in the USAJobs Resource Center.

Benefits And Other InformationBenefits

VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:


supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Other Information

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information on about CTAP eligibility is on OPM's Career Transition Resources website.

"Receiving Service Credit for 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. VA may offer newly-appointed Federal employee's credit for their job-related 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

"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.

This job opportunity announcement may be used to fill additional vacancies.