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Summary The Supervisory Program Specialist (SPS), is part of the Health Administration Service at the VA Northern Indiana Health Care System (VANIHCS). The primary function of this position is to serve as a Health Administration Service Supervisor in the Health Benefits Office, reporting to the Assistant Chief, Health Administration Service. Responsibilities Duties include, but are not limited to: The incumbent provides technical advice and expertise to two (2) medical centers and five (5) community-based outpatient clinics concerning patient processing activities and legal entitlement/eligibility for services. Serves as point-of-contact for Administrative Officers at the outpatient clinics to assist in answering inquires related to patient processing activities, and shares information pertaining to recent VHA directives, handbooks, or policies having to a direct impact on patient processing activities. Analyzes the necessary human resources actions, equipment and space to effectively support the mission of the Health Benefits Office. Plays a critical support role in developing and coordinating internal review systems to assure that both clinical and administrative activities are in compliance with agency, accrediting and regulatory requirements. Analyzes data and identifies trends and concerns of issues. The incumbent prepares recurring and non-recurring reports for presentation to the Assistant Chief and Chief, Health Administration Service. Provides training to staff members to ensure competence in all duties. Incumbent works with supervisor to ensure that quality assurance issues pertaining to the service are documented and appropriate follow-up action occurs regarding any problem, or recommendation found or made as a result of the service's quality assurance activities. Maintains liaison and communications with Veterans, the families, and other persons and groups from both within and outside the organization, speaking for the principle on administrative issues. Provides guidance and training to staff throughout the Medical Center on rapidly changing regulatory guidelines of eligibility and entitlement. Oversees the evaluation and processing of new applications and updated means tests and copay tests into the Medical Center data system and to the HEC. Investigates patient complaints on eligibility issues and prepares written response(s). The incumbent must have a good understanding of preparing letters, memorandums, and other written communication. Assist the Medical Center in understanding and administering the appeals process by providing expertise on eligibility issues. Incumbent must be familiar with standardized format for the preparation of "Statement of Case" and to review the content requirements specified by the Board of Veteran's Appeals (BVA). Provide training and information to VA staff, other federal agencies and community agencies regarding services available and information specific to VANIHCS. Develop and maintain working relationships with internal and external stakeholders. Responsible for the coordination and supervision of all activities associated with the daily and long-range operation of the above programs. Hears and resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher level supervisor or manager; effects minor disciplinary measures such as warnings and reprimands and recommends action in more serious cases. Work Schedule: Monday - Friday; 7:30 AM - 4:00 PM Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist (Enrollment Coordinator)/PD927100 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this 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 dentification 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. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/23/2026. 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. 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: 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: Knowledge of Federal laws, VA eligibility regulations, and policies and directives governing medical benefits for Veterans; Conducting military service reviews, collect information, and search databases to locate duplicate information that may include lost or burned documents; Routinely deal with innovative, controversial, and often sensitive programs and information; Possessing skill in interviewing, knowledge of the process of inquiry, and knowledge of various sources from which to secure information with short turn-around time; A thorough working knowledge of the development and integration of VISTA and CPRS; Creating presentations and delivering briefings to management concerning the operations of a service line as well as concerns and areas that need improvement. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree OR have completed 3 full years of progressively higher-level graduate education leading to such a degree or LL.M, if related. (TRANSCRIPTS REQUIRED. Transcript must list degree and date conferred).. OR, Combination: Applicants may also combine education and experience to qualify at this level. 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 total qualifying experience as a percentage of the experience required for the grade level; then determining the 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. Only graduate education in excess of 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 positions at grade GS-11. TRANSCRIPTS REQUIRED You will be rated on the following Competencies for this position: Administration and Management Analytical Reasoning Customer Service Legal, Government and Jurisprudence 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 majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as onboarding folders. 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. Transcripts must be official or unofficial college transcripts. A copy of your certificate/degree or screenshot of your current classes are not a replacement of your transcript and they will not be used in the qualifying process. Your transcript must include your name and the name and full address of the institution. If the position has an education requirement or you are qualifying based on education, you need to list your education history including the type of degree and your major of study. If the position requires a certain number of credit hours, you are strongly encouraged to list the relevant courses in your resume 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/. Additional 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. 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. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. 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.