Job Description

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/05/2026. 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. 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-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 healthcare eligibility and enrollment processes, including application of priority groups, verification of veteran status, and hardship determinations in accordance with VHA policy. Experience managing or supporting beneficiary travel programs, including trip coordination, vendor oversight, use of transportation systems (e.g., VetRide, BTSSS), and ensuring compliance with travel eligibility and reimbursement guidelines. Knowledge of patient funds procedures, including handling, safeguarding, reconciliation, and accountability of funds in accordance with financial management policies and internal controls. Skill in utilizing healthcare information systems such as VistA, CPRS, BTSSS, and other automated data systems to track, analyze, and manage program operations. Ability to apply analytical and evaluative methods to assess program performance, identify operational issues, and implement process improvements across multiple administrative functions. Experience conducting reviews, audits, or oversight activities to ensure compliance with policies, internal controls, and regulatory requirements. Skill in supervising or leading staff, including assigning work, monitoring performance, providing guidance, and ensuring timely and accurate completion of program responsibilities. Ability to communicate effectively with internal and external stakeholders, including veterans, clinical staff, leadership, and vendors, to resolve issues and support program operations. Experience preparing reports, briefings, or data summaries to support leadership decision-making. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or a LL.B. or J.D., if related. OR Combination: Applicants may also combine education and experience to qualify at this level. If you qualify by a combination, your experience must be detailed in your resume and transcripts are required. NOTE: 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. Highly qualified candidates typically demonstrate: Working knowledge of Eligibility, Beneficiary Travel, and/or Patient Funds programs, including understanding of enrollment, eligibility determinations, travel reimbursement processes, transportation coordination (e.g., BTSSS, VetRide), and patient funds accountability. Experience reviewing and analyzing data to monitor program performance, identify trends, and implement process improvements (e.g., workload metrics, timeliness, missed trips, claim processing, and patient funds reconciliation). Demonstrated ability to supervise or lead staff, including assigning work, monitoring performance, coaching employees, and ensuring accountability in a fast-paced operational environment. Strong customer service and service recovery skills, with experience handling escalated concerns and working directly with internal and external stakeholders, including veterans, clinical staff, leadership, and vendors. Experience coordinating across multiple service areas, demonstrating the ability to collaborate with clinical teams, administrative staff, and external partners to ensure continuity of care and access to services. Knowledge of operational workflows and process improvement, including identifying inefficiencies and implementing practical solu