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Summary The Health System Specialist is assigned to the PAS and is responsible for full range of duties and responsibilities which encompass all customer service program in the Patient Administration Service (PAS) of the South Texas Health Care System (STVHCS). Manages customer service issues and facilitates resolution between Veterans and the hospital staff, community providers, and the VA contractor. Responsibilities Major Duties: The Customer Service Manager has knowledge and skills in applying federal laws, VA regulations and directives governing medical benefits for Veterans, health care system policies, procedures, and governance structure, medical terminology, services available, capabilities of clinics, and must be aware of updates and changes which affect Veteran benefits concerning all NVCC, Choice and Outside providers. must have knowledge of clinic procedures and regulations; basic medical terminology, skill in operating computer systems and Microsoft applications with emphasis on the use of Microsoft Excel and Access to enter and/or extract information. Advanced skill in compiling readily available data from prescribed sources; knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given is required. Knowledge of the principles and concepts of policies and practices of regulated entities as they relate to the compliance programs of the various internal and external regulatory bodies, such as The Joint Commission standards for patient's rights and medical ethics, Office of Inspector General's Combined Assessment Program, and System-Wide Ongoing Assessment and Review Strategy (SOARS). Skill in oral and written communication, with different disciplines of Medical Providers, Nurses, Healthcare workers, and staff. Also exhibiting compassion, empathy, when dealing with Veterans, Caregivers, and family. Knowledge of the process of inquiry, and knowledge of counseling principles. Skilled in evaluating and analyzing the situation giving rise to the complaint to determine if more information is needed, to determine if a valid complaint exists, and to determine if the issue can be resolved informally and what steps needed to resolve the issue. Knowledge of the medical terminology and VA nomenclature used with a variety of administrative diagnostic and treatment procedures provided to all categories of patients. Ability to effectively review and interpret information contained in medical and administrative records is essential. Determine effective procedures to improve efficiency, effectiveness, and timeliness of administrative processes and work operations. Work Schedule: Monday - Friday 7:30 - 4 or 8:00 - 4:30 Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Health System Specialist/PD03861A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/10/2025. 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-09 position you must have served 52 weeks at the Gs-07. 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. Individual Occupational Requirements Undergraduate and Graduate Education: Major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. Specialized Experience 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. Special Provision for Inservice Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included: Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of this Health System Specialist position. Qualifying specialized experience is defined as: Conducting reviews of files or records to access pertinent information to assist patients and staff; Screening incoming patients and telephone calls; operating computer systems and Microsoft applications with emphasis on the use of Microsoft Excel and Access to enter and/or extract information; applying federal laws, VA regulations and directives governing medical benefits for Veterans, health care system policies, procedures, and governance structure, medical terminology, services available, capabilities of clinics, and must be aware of updates and changes which affect Veteran benefits concerning all NVCC, Choice and Outside providers. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must successfully completed a master's or equivalent graduate degree or successfully completed two (2) full years of progressively higher level graduate education leading to such a degree. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position (i.e., hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration). The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. TRANSCRIPT 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. You will be rated on the following Competencies for this position: Medical Information Customer Service (Clerical / Technical) Leadership Manages Human Resources Computer Skills 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: This work requires some physical exertion such as extensive walking, taking stairs, bending, and carrying boxes of paperwork or files, pushing wheelchairs with patients in them. Some of the work is sedentary in an office setting; however, the incumbent works and circulates throughout the STVHCS. In some instances, relationships with patients can become hostile, threatening and intense, and the incumbent is constantly placed in a position of stress. This position demands emotional stability since the individual is involved with many Veterans who may have emergent and serious illnesses as well are veterans who are emotionally upset and/or hostile. Work Environment: The work environment involves moderate risks with exposure to potentially dangerous situations with the additional risk of dealing with patients who may be hostile. Visits are necessary to the wards and clinics as well as clinical and administrative offices in the STVHCS. The incumbent may encounter medically emergent patients, and those with infectious diseases. 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/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on 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. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application 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. This job opportunity announcement may be used to fill additional vacancies. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.