This Supervisory Program Specialist is located at the Southeast Louisiana Veterans Healthcare System within the Medical Administration Service (MAS) in New Orleans, Louisiana. The primary purpose of this position is to serve as the Chief of Patient Enrollment providing overall operational and supervisory control of the Enrollment/Eligibility Unit, Means Test Unit, and Special Programs Unit.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/18/2025. 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: 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: Performs the administrative process of determining eligibility status for health benefits and enrolls veterans according to their status. Schedules appointments for new enrollments. Establishes, plans, and implements a tracking system for following up on new enrollments, declined enrollments, appeals, and unverified enrollments. Resolves complaints and/or grievances from internal and external customers using conflict resolution techniques. Analyzes administrative program(s) to ensure and enhance performance. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M, in a field related to this position that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. (transcripts required). 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 beyond the first two graduate years or 36 semester hours and specialized experience to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do the work of the position. Note: Transcripts are required. . You will be rated on the following Competencies for this position: Customer Service Planning and Evaluating Problem Solving Technical Competence 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: The work requires no special physical demands. It is sedentary and performed in a comfortable posture. Some walking, standing, bending and carrying of light items such as manuals or files may be 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/.
Duties include: Plans and coordinates the orientation and training of all new employees as required by hospital policy. Provides/directs continuous on the job training, cross training, and required annual training of all employees under his/her supervision. Facilitates staff education and development. Monitors workflow activities to ensure performance standards are achieved. Establishes and maintains necessary controls for effective resource management. Distributes workload within his/her unit, coordinates activities, and resolves technical work problems not covered by established policies. Approves/disapproves/certifies time and attendance according to policy. Develops and develops leave schedules and contingency plans to assure adequate coverage at all times. Manages and anticipates overtime for the unit and communicates this information to the Department Chief. Identifies and coordinates work assignments, training needs, and schedules/cross coverage. Assists with training on standard operating procedures to ensure that employees are properly trained and effective in carrying out their duties. Trouble shoots unfamiliar situations, not covered by instruction, with employees. Disseminates updates and changes to all employees in a timely manner. Makes decisions within his/her scope of authority. Provides additional, specific instructions. For new, difficult, or unusual assignments including suggested work methods or advice on source material available. Resolves informal complaints or grievances from internal and external customers. Consults with human resources with unfamiliar personnel matters. Provides feedback on performance and conduct related issues. Facilitates a safe working environment for employees and initiates requests for ergonomic evaluations, equipment, etc. Investigates and reports on-the-job injuries. Completes appropriate paperwork associated with workman's comp in a timely manner. Responsible for ensuring all employees under his/her supervision are advised of the performance requirements of their position as well as being informed individually of their progress in meeting established performance standards and annual competency assessments. Analyzes trends and forecasts anticipated changes in cost, workload, space, equipment, and personnel requirements advising management officials of problem areas, which may impact the hospital. Rewards and recognizes employees for high achievements through available incentive programs. Establishes procedures to ensure all "front-line" employees involved with veteran patient contact during the intake and enrollment process receive periodic training and regular status briefings on the enrollment process and health benefits administration. Develops and implements monitors and tracking systems for follow up for new enrollments, declined enrollments, appeals, and unverified enrollments. Analyzes, improves, and/or develops operational procedures to ensure proper functioning of the Processing and Benefits Program. Works to resolve operational computer problems by relaying technical problems to Information Systems Help Desk. Coordinates access to necessary programs with the appropriate regional office. Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. Will be discussed during interview and may change based on agency needs. Telework: This position may be authorized for ad hoc telework for inclement weather. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD076140 Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized