[Hiring] Deputy Chief Officer (Clinical Contact Center) @VISN 21 SIERRA PACIFIC NETWORK

Role Description

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

• 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 resource 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.

Qualifications

• 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.
• 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.
• 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.
• Combination: Equivalent combinations of successfully completed graduate-level education and specialized experience that meet the total experience requirements for this grade level.

Requirements

• 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.
• 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.

Benefits

• Full-time; Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency.
• This position is authorized for telework.
• This is a virtual/remote position. Position has an approved exemption from the Return to Office memorandum.
• Relocation/Recruitment Incentives: Not Authorized.
• Critical Skills Incentive (CSI): Not Approved.
• Permanent Change of Station (PCS): Not Authorized.