Summary The Supervisory Program Analyst position is at the Loma Linda VA Medical Center in the Health Administration Service (HAS). The primary purpose is to serve as the VA Loma Linda Eligibility and Enrollment Coordinator and is responsible for complete oversight and guidance of the Health Administrative Specialists (HODs), Eligibility and Enrollment Staff and Ward Administration Inpatient Unit. Duties
Duties at the full performance include but are not limited to:
- Responsible for coordinating and supporting mechanisms for successful data entry.
- Responsible to ensure accurate, timely and consistent data is entered into the Medical Center database.
- Establish and coordinate in-depth training with the HAS Trainer to ensure that HAS and other identified Medical Center staff are education and accountable for data management.
- Coordinates the collection of data concerning patient care activities; makes computations as required and reports monthly, quarterly or annually to management.
- Receives requests from other sources and determines the best method of obtaining, computing and reporting.
- lncumbent(s) are involved in an extremely complex blend of computing technology, medical information, communication skills and leadership qualities in a rapidly changing environment.
- lncumbent(s) must possess vast computer knowledge in creating and capturing data.
- Makes daily and frequent personal and telephone contact with a variety of individuals including physicians, nurses, technical support staff, Veteran patients, and families of patients, and Veteran Service Officers. "People skills" must be exceptional.
- Prepares draft correspondence in response to inquiries from Veterans, Congressmen, Senators, Veteran Services Representatives, and other individuals. The final correspondence will come from the Chief HAS office.
- Investigates patient complaints on clinical administrative issues and prepares written response.
- Responsible for overseeing staff communicating on the telephone. Must assure that they follow all VA directives, policies and procedures.
- Responsible for assuring that the incomplete encounter, action required report is run daily and errors corrected.
- lncumbent(s) must have knowledge of the VHA Scheduling Directive and all processes within that directive such as the VSE/GUI, Recall System, Electronic Wait List (EWL), New Enrollee Appointment Request (NEAR) list and work with the HAS Trainer on assuring that staff are properly trained on the requirements of the VHA Scheduling Directives and can complete the scheduling responsibilities.
- Responsible for assuring that staff update all demographic information on each patient that checks in for their appointment by utilizing the Pre-registration menu as well as gather insurance information either by using the insurance scanners or copying the insurance cards.
Performs Other duties as assigned.
Work Schedule: Monday - Friday 7:30am to 4:00pm (May be required to attend Enrollment/Eligibility events outside normal business hours)
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Program Analyst/PD11493A
Financial Disclosure Report: Not required
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/13/2026.
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-11 position, you must have served 52 weeks at the GS-09 level. 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-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: provides advice as the subject matter expert (SME) regarding training and clinic management; oversees the daily operations of the unit, ensures that agency policies and priorities are being followed, develops performance standards and evaluates work performance of subordinates; gives advice, counsel and instruction to employees on both work and administrative matters; serves as Clinic Administrator and has full supervisory authority to independently plan, direct and manage operations of the section to include all functions associated with patient appointment scheduling, scheduling audits, service recovery, clinical feasibility studies, support in strategic planning efforts and where required, budget management; ability to communicate orally with individuals and groups to conduct meetings, coordinate changes in procedures with other service and sections, and explain policies and procedures.
OR
Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher-level graduate education leading to such a degree, from an accredited college or university. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.
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 a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related, may be used to qualify applicants for position at grade GS-11.
You will be rated on the following Competencies for this position:
- Accountability
- Administration and Management
- Communications
- Customer Service
- Decisiveness
- Flexibility
- Interpersonal Skills
- Planning and Evaluating
- Problem Solving
- Resilience
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 is primarily a sedentary position, but the work requires some walking, bending, stooping and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under stress is required because of the time factors involved in completion of work assignments within deadlines.
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/.
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. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
- Selective Service Registration is required for males born after 12/31/1959
- Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
- 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 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.How you will be evaluated 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:
- Accountability
- Administration and Management
- Communications
- Customer Service
- Decisiveness
- Flexibility
- Interpersonal Skills
- Planning and Evaluating
- Problem Solving
- Resilience
Your 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. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
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.
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.
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. 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 preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13111208. The application process is as follows:
- 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, 11/13/2026.
- If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
- Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
- Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
- Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
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-limitOther information 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.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
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. 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.
This job opportunity announcement may be used to fill additional vacancies.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced 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 http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
