Administrative Support Specialist

Hampton, Virginia
Jan 14, 2022
Jan 20, 2022
Full Time

Management Analysis 45%

Performs management analyses, research projects and provides advisory services on technical compliance, data integrity, and achievement of numerous and varied performance measures for Primary Care Service Line management and subordinate clinics. Work reviews compliance and data integrity; includes numerous and varied performance measure activities, and monthly or on PACT Team processes, with emphasis on systems redesign and improvement across local primary care sites. Analyses, recommendations and solutions are produced using a variety of tools including o VSSC reports, Pyramid Analytics, VistA reports/program functions (e.g. FILEMAN & ACRP) and Microsoft Office (e.g. Excel, Access, etc.). Resulting data includes trending and identifying gaps/discrepancies to assess program compliance and propose changes and/or improvements based on the completed analysis. Conducts engineered time standard studies of clerical, technical and professional functions related to primary care teams and activities.
incumbent is required to achieve and maintain Six Sigma Black-belt Certification and conducts or facilitates clinic and service line level systems redesign activities, including cycle time studies, process flow mapping and rapid cycle improvement. Plans, develops, and conducts internal review studies on an ad-hoc basis of team activity. The studies are used to assess program compliance and propose changes to PACT Team work practices with potential Medical Center impact. Reviews directives from headquarters and provides results on potential impact on the organization, recommending process and policy changes.

PCMM Coordination 25%

The Veterans Health Administration's (VHA) primary care system balances productivity with quality, access, and patient service. Management of patient panels in primary care through consistent use of PCMM supports system redesign and allows facilities to provide improved healthcare delivery for patients through their assigned PCPs and PACT teams within the system. The data entered is used to analyze primary care organization and workload within the Hampton Healthcare System, the Veteran Integrated Service Network (VISN), and VHA. PCMM monitors and manages primary care services throughout the VA system. The incumbent ensures the integrity and accuracy of Hampton VA's PCMM database for Primary Care. Position works with clinic support staff, clinic managers, clinical service chiefs, CBOC, DSS, VISN and headquarters staff to maintain the integrity of this program and data and is involved in local reviews leading to recommendations that may impact PCMM application processes. Provides input to the Primary Care Service Line, VISN and national program managers on process challenges, program issues, and other problems for correction and/or /improvement. Establishes and manages PCMM team and position set ups for Primary Care and specialty PACT teams. Creates or modifies team and position settings, assigns provider user class based on verified credentials. Sets maximum panel sizes (based on analysis of provider licensure, FTE, patient intensity, support staff, treatment rooms and specialty PACT adjustment factors), program clinical alert notification levels, and establishes preceptor to associate provider links.

Appointment Management Clinic Profiles 15%

Establishes, monitors and maintains clinic profiles for Primary Care and the associated CBOCs. Advises medical/administrative staff on creating new clinic profiles or making changes to established clinics. Proper configuration of clinic profiles in the Medical Center computer system has direct bearing on scheduling, flow and processes within individual clinic, how workload is captured, and effective reimbursement of MCCF funds. The incumbent works with MCA staff and clinical services to ensure the clinic stop code information corresponds with the MCA stop code identifiers. Coordinates with Medical Care Cost Finance (MCCF) staff to determine if clinic services are billable and verifies with Health Information Management Section (HIMS) that the appropriate ICD-10 and CPT codes are entered on the electronic encounter form setup.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday-Friday 8:00am-4:30pm
Telework: Not available
Virtual: This is not a virtual position.
Position Description/PD#: Administrative Support Specialist/PD028660


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Selected applicants will be required to complete an online onboarding process
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/19/2022.

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:
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 health care delivery, the mission of VA, Medical Center policies and procedures and VA regulations, relating to various administrative and clinical functions to identify, consider and resolve procedural issues or problems. Knowledge of administrative principals, practices, and techniques to ensure that administrative support is acceptable, and deficiencies are identified and corrected. Knowledge and ability to conduct and facilitate systems redesign activities, including cycle time studies, process flow mapping and rapid cycle improvement. Skill in applying complex fact finding, analytical and problem-solving methods and techniques. Ability to problem solve, applying resourcefulness to a variety of studies, investigations, and assignments. Includes ability to review an operational problem or issue, develop a hypothesis, identify required data, perform data collection and clean-up, analyze the data and develop solutions and recommendations. Knowledge and skill in adapting analytic techniques and evaluation criteria to the measurement and improvement of PACT and PCMM program effectiveness and organizational productivity. Knowledge and skill in developing organizational structures, records and files, management processes, procedures for administering program services, guidelines and procedures, and automating work processes. Knowledge of management principles, organizational theory, and techniques of analysis and evaluation of standardized clinic operational practices and procedures to conduct studies of clinic work processes to identify, analyze, and recommend solutions to problems in organizational structure or administrative procedures. Knowledge of VA systems (PCMM, VistA, CPRS, VSSC) and the ability to retrieve administrative and clinical data using numerous report options and specialized FILEMAN, ACRP and Pyramid Analytics queries to compile and issue regular and requested reports. Knowledge and skill in the use the computer and a wide variety of software such as Word, Excel, Power Point, Outlook, Access and VHA databases to extract and organize data, produce letters, memoranda, and to prepare a variety of specific working documents and forms such as spreadsheets, database, word processing, desktop publishing, graphics and other similar products. Knowledge of clinical practices related to PCMM, PACT Teams, and clinic creation and maintenance, outpatient processing, release of information, medical record creation, content and format, workload data capture, encounter forms, VistA scheduling package, electronic wait lists, and primary care systems and applications to access Primary Care's organizational efficiency. Knowledge of the organization of the primary care network and teams and interrelationship of various types of providers, i.e., nurse practitioners, physician assistants' function and operations of Primary Care Services, higher echelon commands and their relationship to other federal activities and private industry. Knowledge of PACT or Patient Centered Medical Home theory, practice and administration and ability to review pertinent laws, regulations, policies and precedents which affect the PACT program and primary care operations.
Education: Applicants may substitute education for the required experience. Possess a master's or equivalent graduate degree or two (2) full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. Graduate Education: Education at the graduate level in an accredited college or university meets the requirements for positions at GS-7 through GS-11. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended.
Combination: Applicants may also combine education and experience to qualify at this level. Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. 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. (When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used.)

You will be rated on the following Competencies for this position:

Customer Service
Decision Making
Administration and management

Financial Management

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 sedentary in nature. The work sometimes requires walking, standing, bending, lifting, or 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 .


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: . 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: .

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified : applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at .

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .