Deputy Chief Officer (Clinical Contact Center)

Full Job Description

This position is located in the Clinical Contact Center (CCC) withing 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.

To qualify for this position, 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. 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.

In order to qualify for this position, you must meet one of the following: 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 that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position.

Specialized experience includes: coordinating the administrative functions of a program or section/office; planning, coordinating, and executing business functions; managing budgets and financial documents; reviewing processes and procedures to ensure compliance with requirements/standards; and overseeing or acting as a mentor for employees/co-workers.

NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week.

~OR~ 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 that demonstrates my ability to perform the duties of this position. NOTE: This education must have been obtained at an accredited college or university.

If you select this option, you must submit a copy of your transcript with your application. Education cannot be credited without documentation.

~OR~ Combination: Equivalent combinations of successfully completed graduate-level education (beyond the first year) and specialized experience, as described above, which meet the total experience requirements for this grade level.

NOTE: The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position.

This education must have been obtained in an accredited college or university. If you select this option, you must submit a copy of your transcript with your application.

Education cannot be credited without documentation.

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; shares rewards for achievement with employees; ensures that staff are appropriately selected, utilized, appraised, and developed, and that they are treated in a fair and equitable manner.

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 (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 Demands and Work Environment: Regular and recurring work is mostly sedentary and involves sitting at a desk, although the position requires the 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. The work is performed in a typical office setting, possibly shared office.

The office will be within the physical structure of the hospital or one of its surrounding structures as well as Community Based Outpatient Clinics.

The work area is usually adequately lighted, heated, and ventilated. This position is eligible for telework.

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/.

Major Duties:

Major duties and responsibilities for the Deputy Chief Officer, GS-0343-09 with the VISN 21 Clinical Contact Center will include but are not limited to: 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 resources 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.

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: This position is authorized for telework.

Virtual: This is a virtual/remote position. **Position has an approved exemption from the Return to Office memorandum.

Position Description/PD#: Deputy Chief Officer (Clinical Contact Center)/PD99745S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized