Training Instructor (Clinical Contact Center) - Detail NTE 120 Days

The Training Instructor, GS-1712-09, functions as part of the Clinical Contact Center (CCC) team to accomplish the VA's mission, vision, and goals. The incumbent of the position must possess strong leadership skills and extensive knowledge of an outpatient clinic environment, inpatient hospital environment, extensive knowledge of the National Scheduling Directives, Computerized Scheduling Systems, Enrollment and Eligibility requirements, insurance capture and other computer hardware and software programs. Duties for the position include but are not limited to: Responsible for the design, development, and training of all administrative personnel assigned to scheduling patient appointments throughout the VISN 21 Clinical Contact Center. These duties include developing learning objectives, training content, participant handouts, and interactive, participant-centered, accelerated learning activities; implementing developed content and activities; and measuring success of learning activities. Research information for course content; VHA Directive searches; searches of appropriate audiovisual and other supplemental training tools; and using judgment in selecting the most appropriate tools and teaching methods from a wide variety of possible choices. Works in tandem with all CCC Chiefs, Managers and Leads to ensure technical compliance and strategic alignment and may teach several topics within the complex curriculum. Work with facility, counterparts, and subject matter experts to implement and adjust curriculum materials to incorporate new, relevant information, as required by National, VISN, and/or local directives and strategic goals. Provides guidance and assistance to the CCC Core Services (i.e., Scheduling and Administration, Clinical Triage, Virtual Clinic Visits, and Pharmacy) Leadership on local strategic priorities and National VA requirements for program content, including technical assistance in revising existing course content and designing new content in order to comply with any applicable directives, policies, new mandates, etc. Responsible for compliance, reporting, and planning specific to any related performance monitors or measures. Formally evaluates the effectiveness of staff and program and curricula content, evaluates participant feedback, and determines changes as needed. Participates in meetings, peer review activities, conferences, and training programs relevant to the development and maintenance of the VISN CCC scheduling education and training standards. Track timely completion of all internally assigned employee education modules as presented via Talent Management Service (TMS). Perform audits as an objective and systemic evaluation to provide an independent assessment of the employee performance of scheduling activity, telephone skills, customer service and other activities related to job function. Responsible for scheduling and facilitating various courses, with participant groups ranging from specific staff to health care system-wide groups and is responsible for accommodating the learning needs of various participant groups across the VISN. Responsible for independently facilitating large groups and smaller groups. They provide consistent information in regularly repeating classes and in curriculum which must build upon itself to maximize impact in order to develop the learner over time. Performs other related duties as assigned. **Employee is responsible for having high speed internet, that is compatible with working remotely. **Please note that employees currently occupying a non-Title 5 position are not eligible for consideration for this detail opportunity. Only those occupying a Title 5 position are eligible for consideration. **Applicants will be reviewed in groups of 50 in the order in which their application was received. Those applicants not providing all required documents will NOT be reviewed. Work Schedule: Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is a virtual position. Position Description/PD#: Training Instructor (Clinical Contact Center) - Detail NTE 120 Days/PD497-02358-O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized