Supervisory Program Specialist

Full Job Description

The incumbent serves as the Supervisor of the Patient Benefits Section in the Business Office at the Washington DC VA Medical Center.

This position is responsible for overseeing all patient benefits activities at the Medical Center and Community Based Outpatient Clinics (CBOCs), including, but not limited to, Enrollment, Eligibility, My HealtheVet, Beneficiary Travel, Patient Funds, Decedent Affairs, Outreach Initiatives, the Automated Call Distribution Phone System, and Centralized Check-In.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/02/2026.

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.

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-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 of healthcare eligibility and enrollment processes, including application of priority groups, verification of veteran status, and hardship determinations in accordance with VHA policy.

Experience managing or supporting beneficiary travel programs, including trip coordination, vendor oversight, use of transportation systems (e.g., VetRide, BTSSS), and ensuring compliance with travel eligibility and reimbursement guidelines.

Knowledge of patient funds procedures, including handling, safeguarding, reconciliation, and accountability of funds in accordance with financial management policies and internal controls.

Skill in utilizing healthcare information systems such as VistA, CPRS, BTSSS, and other automated data systems to track, analyze, and manage program operations.

Ability to apply analytical and evaluative methods to assess program performance, identify operational issues, and implement process improvements across multiple administrative functions.

Experience conducting reviews, audits, or oversight activities to ensure compliance with policies, internal controls, and regulatory requirements.

Skill in supervising or leading staff, including assigning work, monitoring performance, providing guidance, and ensuring timely and accurate completion of program responsibilities.

Ability to communicate effectively with internal and external stakeholders, including veterans, clinical staff, leadership, and vendors, to resolve issues and support program operations.

Experience preparing reports, briefings, or data summaries to support leadership decision-making. OR Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or a LL.B.

or J.D., if related. OR Combination: Applicants may also combine education and experience to qualify at this level.

If you qualify by a combination, your experience must be detailed in your resume and transcripts are required.

NOTE: Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11.

Highly qualified candidates typically demonstrate: Working knowledge of Eligibility, Beneficiary Travel, and/or Patient Funds programs, including understanding of enrollment, eligibility determinations, travel reimbursement processes, transportation coordination (e.g., BTSSS, VetRide), and patient funds accountability.

Experience reviewing and analyzing data to monitor program performance, identify trends, and implement process improvements (e.g., workload metrics, timeliness, missed trips, claim processing, and patient funds reconciliation).

Demonstrated ability to supervise or lead staff, including assigning work, monitoring performance, coaching employees, and ensuring accountability in a fast-paced operational environment.

Strong customer service and service recovery skills, with experience handling escalated concerns and working directly with internal and external stakeholders, including veterans, clinical staff, leadership, and vendors.

Experience coordinating across multiple service areas, demonstrating the ability to collaborate with clinical teams, administrative staff, and external partners to ensure continuity of care and access to services.

Knowledge of operational workflows and process improvement, including identifying inefficiencies and implementing practical solutions to improve timeliness, accuracy, and service delivery.

Ability to communicate effectively, both orally and in writing, including preparing reports, providing briefings, and clearly conveying policies, expectations, and procedural changes.

Ideal candidates will demonstrate the ability to balance program oversight, staff supervision, and veteran-centered service delivery, while adapting to evolving operational needs and organizational priorities.

You will be rated on the following Competencies for this position: Administration and Management Analytical Thinking Attention to Detail Customer Service Leadership 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 is mostly sedentary. The work requires some walking, standing, bending, lifting and carrying light items such as paper, books, and charts.

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:

Duties include, but may not be limited to the following: Program Management and Administrative Oversight (45%) Develops written operating procedures and schedules to guide employees in their work and ensures that employees within the section are aware of the importance of processing health benefits applications and travel claims in a timely manner.

Conducts special projects or studies to analyze, evaluate, and provide recommendations related to administrative programs or operational issues affecting the section or Business Office programs.

Analyzes the necessary human resources, equipment, and space required to effectively support Medical Center and VISN fiscal goals.

Communication and Stakeholder Coordination (15%) Effectively utilizes strong oral and written communication skills when interacting with all aspects of patient care operations.

Establishes and maintains relationships with individuals at all organizational levels in order to communicate and disseminate information that supports an understanding of the agency's mission and goals.

Patient Benefits Oversight (5%) Oversees and may occasionally assist with the authorization and coordination of various services for patients to assure delivery of good health care.

Serves as a liaison between the medical facility and patients for consulting, advising, and intermittently assisting on patient benefits and enrollment matters.

Provides oversight regarding enrollment processes, eligibility questions, and other benefits-related services within the Patient Benefits Section.

Supervisory and Managerial Authorities (35%) The incumbent is responsible for providing daily directions and supervision to the staff of the Patient Benefits Section and supervises a group of employees performing work at lower levels.

Establish guidelines and performance expectations for staff which are clearly articulated and measurable through the formal employee performance management system.

Responsible for furthering the goals of equal employment opportunity by taking positive steps to assure the accomplishment of nondiscriminatory employment practices.

Manages employee/labor relations matters and actively supports the Equal Employment Opportunity program. Serves as Chief of Patient Benefits when required. Performs other duties as assigned.

Work Schedule: Monday - Friday, 7:00am - 3:30pm or 7:30am - 4:00pm Virtual: This is not a virtual position.

Position Description/PD#: Supervisory Program Specialist/PD688-266710 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.