Summary VISN 5 is recruiting for two complementary positions. The GS-15 Business Implementation Manager oversees VISN-wide business operations, including billing, revenue, eligibility, enrollment, Community Care, compliance, audits, and process improvement. The GS-14 Access Operations Director/Clinic Practice Management Lead oversees scheduling, clinic templates, consult workflows, capacity, and access improvement. Together, these roles support efficient, coordinated, Veteran-centered care. Duties
Major duties include, but are not limited to:
- Oversees billing, revenue, eligibility, enrollment, and other Business Office functions.
- Coordinates Community Care business processes, compliance, audits, and operational improvements.
- Supports access and scheduling improvement efforts and supervises business operations staff.
- Review Business Office performance, revenue, billing, and insurance-data issues across facilities.
- Work with CPAC and facility leaders to resolve billing, collections, or business-process problems.
- Check eligibility, enrollment, registration, travel, and Community Care administrative issues.
- Review audits or compliance concerns, brief executives, and direct business-process improvements.
- Assign work and address staffing or performance issues for business operations teams.
- Manage all aspects of VISN Business Office operations, including the accurate capture and verification of veterans' insurance data, pre-registration, pre-admission certifications, and collaboration with VISN CMO on Community Care/CCN activities.
- Apply analytical, evaluative, developmental and advisory skills toward recommending improvements, action plans, contracts and other vehicles to accomplish work.
- Lead implementation, monitoring, and performance improvement activities associated with national and VISN initiatives (example, scheduling optimization programs, capacity management projects, and related transformational healthcare delivery models in conjunction with the subject matter experts.
- Collaborate with facility leadership, Health Service Areas, clinical operations, workforce management officials, and national program offices to identify barriers to access, develop corrective action plans, and implement sustainable process improvements.
- Collaborate with managers, Chiefs of Staff, physicians, healthcare providers, and compliance officers to ensure adherence to guidelines and requirements
- Conduct concurrent and retrospective analyses and audits of medical records; report results to appropriate committees with recommendations and follow-up actions.
- Exercise delegated authority on behalf of senior management to perform investigations, audits, and fact-finding, including actions requested by OIG, OSC, OMI, the Secretary of Veterans Affairs, White House inquiry teams, and Members of Congress.
- Oversee billing for co-payments and pharmacy co-payments; manage third-party recoveries (including tort and Office of Workers' Compensation Program cases), humanitarian and ineligible claims, personal violence claims, collection bills, and sharing/resource agreements (e.g., CCN, NextGEN CCN, TRICARE).
- Serve as VISN spokesperson regarding VHA billing/collections with federal departments, agencies, Congressional staff, Veterans Service Organizations, insurers, and other stakeholders; negotiate and coordinate policies and procedures to protect VISN revenue generation.
- Develop and direct local policies, procedures, and guidelines to achieve revenue collection goals and objectives.
- Communicate and educate veterans, VSOs, and community organizations regarding Business Office functions and the impact of regulatory/legislative changes; foster cooperation to support legitimate recovery of funds.
- Resolve work problems presented by site liaisons and team leads; evaluate subordinate positions; hear and resolve group grievances and serious employee complaints.
- Coordinate multiple types of work requiring distinct bodies of knowledge; provide both technical and administrative supervision. Using subordinate supervisors/team leads to coordinate and oversee work; advise and collaborate with officials across units and organizations.
- Determine training needs and requests; approve within-grade increases, overtime, and employee travel; recommend awards/bonuses and changes in position classification.
- Establish and plan work assignments, deadlines, and priorities; delegate tasks based on staff skills and complexity; provide instructions, guidance, and advice on special projects and administrative issues.
- Select, train, and onboard new employees; conduct performance appraisals; initiate disciplinary/adverse actions as needed; review quantity and quality of work; resolve employee complaints and grievances.
Work Schedule: Monday-Friday 8:00am-4:30pm. Other work schedules within the core business hours may be discussed during the interview process.
Telework: This position may be authorized for Ad Hoc telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Location: This posting lists the VISN 5 headquarters location in Vancouver. Selected candidate will maintain their current duty station in accordance with return to office procedures.
Position Description/PD#: Business Implementation Manager/PD00036VS
Relocation/Recruitment Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved
Permanent Change of Station (PCS): Not authorizedQualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/18/2026.
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-15 position you must have served 52 weeks at the GS-14. 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.
You may qualify based on your experience as described below:
- Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-14 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Oversight and administrative management of multiple program areas to meet the needs of a healthcare organization; identify and implement improvements to optimize processes, access strategies, and decisions through an in depth analysis; coordinating cross-program projects or initiatives in the health care field. This work must have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:
- Administration and Management
- Customer Service
- Audit Reporting
- Data Management
- Communications
- Technical Competence
- Partnering
- Conflict Management
- Leadership
- Manages Human Resources
- Accountability
Supervisory Situational Judgment Test. Applicants will be required to complete a Supervisory Situational Judgment Test (SSJT) as part of the assessment process for this position. The SSJT evaluates judgment and decision-making skills that align with relevant competencies, organizational values, and best practices. Assessment results may be used as part of the evaluation, ranking and referral process. This is not a timed test, however, the assessment is expected to take approximately 45 minutes or less to complete. The assessment for this application does not include a cut score for a minimum level of required proficiency in these critical general competencies. However, you must answer each item in the assessment.
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 primarily sedentary and involves extended periods of sitting, reading, analyzing data, preparing reports, using computer systems, participating in meetings, and conducting virtual and in-person consultations. Occasional travel throughout the VISN is required to conduct operational reviews, audits, assessments, investigations, training activities, and leadership meetings. A pre-placement physical examination is not required.
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 There is no educational substitution at this grade level.
Requirements
- You must be a U.S. Citizen to apply for this job
- To be considered for this position, you must complete all required steps in the process. This position requires the application, assessment, and questionnaire to be fully completed. The assessment measures critical general competencies required to perform the 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 identification 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.How you will be evaluated IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.How to apply Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents.
- Answer the questions presented in the application and attach all necessary supporting documentation.
- Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 11/18/2026.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.
Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
Helpful Hints for Creating a Two-Page Resume:
- Prioritize most relevant and recent experience
- Use concise, results focused language
- Align language from the job announcement
- Focus on demonstrating skills and competencies
- Remove outdated or unrelated experience
- Use the USAJOBS resume builder
Additional guidance on this new requirement and resume building tools can be found at:
- https://help.usajobs.gov/faq/application/documents/resume/page-limit
- https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/
Other information Receiving Service Credit for 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.
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.
Career Transition Assistance Plan (CTAP) provides 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 CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
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.
