VISN 21 SIERRA PACIFIC NETWORK

Role Description This announcement is to solicit applicants for a detail to the position of Deputy Chief Officer, GS-0343-09 within VISN 21 Clinical Contact Center. This detail/temporary promotion is not to exceed 120 days but may be extended as needed. Formal detail requires service/division chief or higher approval to apply. You will not be considered if documentation of approval is not provided with your application package. This position is located in the Clinical Contact Center (CCC) within the Sierra Pacific Network (VISN 21) located in Pleasant Hill, California. The Deputy Chief Officer will serve as a technical expert for various committees and boards and play a major role in clinic access, data validation, quality assurance, and the implementation of national directives and policies. - Develops, implements, monitors, and adjusts plans to cost-effectively accomplish the mission within budgetary constraints; - Provides leadership and guidance to determine the resource needs of all organizational elements; - Adjusts resource allocations as dictated by a change in the program needs or requirements; - Issues financial allowance documents to ensure funds are available for program activities and are properly allocated, obligated, and used in an efficient manner; - Participates in strategic planning initiatives to ensure an awareness of medical administration issues and implications are considered and influence management decisions; - Implements initiatives that have implications for operations (i.e. scheduling initiatives, roll out of new scheduling or other technical software systems, initiatives related to supporting patient access to care, etc.); - Hires/selects staff, provides competency assessments, ensures adequate training and completes performance evaluations; - Resolves complaints or grievances from staff members, Veterans, caregivers, and congressional inquiries; - Analyzes call center metrics to ensure goals and objectives are being met and reliable and efficient support is being provided to customers; - Reviews and evaluates the results of audits/inspections and responses to action items; - Performs other related duties as required. Employee is responsible for having high speed internet, that is compatible with working remotely. Please note that employees currently occupying a non-Title 5 position are not eligible for consideration for this detail opportunity. Only those occupying a Title 5 position are eligible for consideration. Applicants will be reviewed in groups of 50 in the order in which their application was received. Those applicants not providing all required documents will NOT be reviewed. Work Schedule: Full-time; Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency Telework: Authorized; Remote Position Virtual/Remote: This is a virtual/remote position. Position Description/PD#: Deputy Chief Officer (Clinical Contact Center) - Detail NTE 120 Days / PD99745S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/30/2026. - 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-09 position you must have served 52 weeks at the GS-07. - An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. - Specialized Experience: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service. - Education: Successful completion of a master's degree or equivalent graduate degree, two (2) full years of graduate level education leading to such a degree, or LL.B. or J.D. in a related field. - Combination: Equivalent combinations of successfully completed graduate-level education (beyond the first year) and specialized experience. Requirements - You will be rated on the following Competencies as part of the assessment questionnaire for this position: - Financial Management - Understands the organization's financial processes; prepares, justifies, and administers the program budget; oversees procurement and contracting to achieve desired results; monitors expenditures and uses cost-benefit thinking to set priorities. - Administration and Management - Knowledge of planning, coordination, and execution of business functions, resource allocation, and production. - Human Resources Management - Empowers people by sharing power and authority; develops lower levels of leadership; shares rewards for achievement with employees; ensures that staff are appropriately selected, utilized, appraised, and developed. - Quality Management - Knowledge of the principles, methods, and tools of quality assurance, quality control, and reliability used to ensure that a project, system, or product fulfills requirements and standards. - Experience refers to paid and unpaid experience, including volunteer work done through National Service programs. - A full year of work is considered to be 35-40 hours of work per week. Physical Requirements - Regular and recurring work is mostly sedentary and involves sitting at a desk. - Ability to move from one geographic location of the facility to another. - Works with a computer screen and keyboard and will spend some time walking, standing, bending, climbing stairs, and carrying some light items. - Stamina and concentration to meet crucial deadlines is required.

Role Description This position is located in the Clinical Contact Center (CCC) within the Sierra Pacific Network (VISN 21) located in Pleasant Hill, California. The Deputy Chief Officer will serve as a technical expert for various committees and boards and play a major role in clinic access, data validation, quality assurance, and the implementation of national directives and policies. - Develops, implements, monitors, and adjusts plans to cost-effectively accomplish the mission within budgetary constraints; - Provides leadership and guidance to determine the resource needs of all organizational elements; - Adjusts resource allocations as dictated by a change in the program needs or requirements; - Issues financial allowance documents to ensure funds are available for program activities and are properly allocated, obligated, and used in an efficient manner; - Participates in strategic planning initiatives to ensure an awareness of medical administration issues and implications are considered and influence management decisions; - Implements initiatives that have implications for operations (i.e. scheduling initiatives, roll out of new scheduling or other technical software systems, initiatives related to supporting patient access to care, etc.); - Hires/selects staff, provides competency assessments, ensures adequate training and completes performance evaluations; - Resolves complaints or grievances from staff members, Veterans, caregivers and congressional inquiries; - Analyzes call center metrics to ensure goals and objectives are being met and reliable and efficient support is being provided to customers; - Reviews and evaluates the results of audits/inspections and responses to action items; - Performs other related duties as required. Qualifications - Applicants must meet all requirements by the closing date of this announcement, 04/10/2026. - 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-09 position you must have served 52 weeks at the GS-07. - Specialized Experience: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service. - Education: Successful completion of a master's degree or equivalent graduate degree, two (2) full years of graduate level education leading to such a degree, or LL.B. or J.D. in a related field. - Combination: Equivalent combinations of successfully completed graduate-level education and specialized experience that meet the total experience requirements for this grade level. Requirements - You will be rated on the following Competencies as part of the assessment questionnaire for this position: - Financial Management - Understands the organization's financial processes; prepares, justifies, and administers the program budget; oversees procurement and contracting to achieve desired results; monitors expenditures and uses cost-benefit thinking to set priorities. - Administration and Management - Knowledge of planning, coordination, and execution of business functions, resource allocation, and production. - Human Resources Management - Empowers people by sharing power and authority; develops lower levels of leadership by pushing authority downward and outward throughout the organization. - Quality Management - Knowledge of the principles, methods, and tools of quality assurance, quality control, and reliability used to ensure that a project, system, or product fulfills requirements and standards. Benefits - Full-time; Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency. - This position is authorized for telework. - This is a virtual/remote position. Position has an approved exemption from the Return to Office memorandum. - Relocation/Recruitment Incentives: Not Authorized. - Critical Skills Incentive (CSI): Not Approved. - Permanent Change of Station (PCS): Not Authorized.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Supervisory Medical Support Assistant, GS-0679-08, has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN 21 Clinical Contact Center. Supervisory MSAs provide support across multiple ancillary and inter-professional clinics and determine the needs of the Veteran/caregiver. They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care. - Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities including telephone calls, secure messaging, chat, text messaging, and video. - Has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities. - Evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met. - Evaluating new products, equipment and systems to make recommendations for improved operations. - Identifying educational or training needs. - Making final decisions on hiring selections. - Evaluating performance, and taking disciplinary action when necessary. - Extracting and analyzing data to provide reports to senior management in support of tracking measures. - Provides information and resolution to Veterans' requests within scope, using administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directing the contact to the appropriate discipline within the CCC or department for resolution. - Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. - Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. - Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. - Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. - Provides accurate details of organizational information to Veterans regarding the different services the VA offers. - Provides high-quality customer service to Veterans and their families/caregivers. - Resolves Veteran complaints as appropriate. - Other related duties may be assigned. *Schedule will be assigned due to staffing coverage needs of the service post completion of required training. *Applicants will be sent forward based on application date and time. 50 applicants will be reviewed and if no selections are made, an additional review of the next 50 applicants will be submitted. Qualifications - Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. - Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, - Education: High school diploma, General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education; OR, - Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. - Certification: None required. - May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Requirements - One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. - Experience includes: Utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues or performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting. Benefits - Full-time; Variable schedule includes weekend and holiday rotations; The Clinical Contact Center 24/7 and staffs accordingly; Subject to change to meet the needs of the Agency. - Not Available; Remote/Virtual position. Physical Requirements - Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. - Position requires extended periods of sitting. - The position may require some bending and carrying of items. - The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. - Must meet Employee Health mandates as a condition of employment.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The incumbent of this position serves as a Clinical Pharmacist (CP) in the VISN 21 Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Clinical Pharmacist is responsible for providing optimal clinical and pharmaceutical care activities in the VISN CCC in accordance with the department's mission, vision, and goals. The VISN Clinical Contact Center Clinical Pharmacist's primary responsibility is the utilization of evidence-based pharmaceutical care services through direct interactions with patients and providers as well as the safe provision of pharmaceuticals and medication information in a timely manner. This pharmacist promotes and manages drug therapy based on current clinical knowledge and established policies. - Completion of electronic prescription orders, checking of completed prescription orders for accuracy and safety. - Management of VA and VISN formularies, and assistance in achieving VISN goals related to medication management and patient care. - Professionally receives and handles escalated telephone calls from and responds to veterans, their family members and/or legal representatives regarding a broad range of topics, including: - Appropriate use of medications and medical devices. - Basic billing inquiries. - Clinical questions. - Medication refills/renewals. - Drug-drug interactions. - Adverse effects. - Food-drug interactions. - Product availability. - Pharmacy policies as appropriate. - Monitors provider's orders for appropriateness of therapy and reports drug errors, adverse drug reactions, allergies, incompatibilities, side effects, and patient compliance issues. - Actively reviews patient medication regimens for cost-effective drug selection, dosing, contraindications, therapeutic duplication, appropriate route and method of administration, drug interactions, and therapeutic outcomes. - Provides findings and responses to drug information requests to prescribers in a timely manner and provides appropriate alternatives to current treatment plans as needed. - Manages recalls and medication shortage situations by substituting alternate dosage strengths or products per facility policy. - Enters supply orders appropriate for patient care per VISN CCC policy. - Manages various actions for medication orders including flagging prescriptions, managing view alerts, using the "hold" function, and generating unsigned discontinued orders using the "service reject" function. - Reviews prescription renewal verification requests and takes appropriate action to extend refills until the next scheduled appointment under the provider's name per VISN CCC policy. - Obtains medication histories from patients and summarizes significant findings in the medical record and/or to the provider as appropriate. - Performs medication reconciliation at all transitions of care, including updating the medication profile to reflect an accurate, active list of VA and non-VA medications. - Applies knowledge of normal laboratory values in the evaluation of patient care and recognizes significant abnormalities. - Reviews and evaluates requests for non-formulary and restricted drugs for appropriateness and compliance with established criteria where applicable. - Processes secure messages appropriately and in a timely manner as assigned. - Participates in the training and in-servicing of pharmacists, pharmacy technicians, pharmacy residents, pharmacy students, and other medical center personnel as required. - Acts as a point-of-contact for outside services in assisting with patient care issues. - Completes additional duties as assigned. Qualifications - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - English Language Proficiency: Proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). - Education: Graduate of an Accreditation Council for Pharmacy Education (ACPE) accredited College or School of Pharmacy with a baccalaureate degree in pharmacy (BS Pharmacy) and/or a Doctor of Pharmacy (Pharm.D.) degree. - Licensure: Full, current and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States, or the District of Columbia. Requirements - Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. - Minimum 2 years experience in outpatient pharmacy. - Minimum 2 years experience staffing a call center. Benefits - Full Time; Varies to include nights, weekends, and holidays; Subject to change to meet the needs of the Agency. - Not Available for Telework. - This position has an approved exemption from the Return to Office memorandum.