The Member Services Manager provides first-line supervisory, technical, and administrative leadership for a diverse portfolio of Veteran-facing administrative programs essential to access, enrollment, and operational continuity.
Functions or Scope of Assigned Duties include but are not limited to the following: The incumbent oversees Member Services, Enrollment & Eligibility, Administrative Officer of the Day (AOD) operations (24/7), Telephone Operations, and key administrative functions supporting Veteran onboarding and customer service.
The position ensures that operations comply with national VHA policy, VISN standards, and local facility directives, and that staff deliver consistent, timely, and accurate service.
The Member Services Manager serves as the technical authority for Hybrid Title 38 (HT38) occupations within the section-notably Medical Support Assistants (MSA), GS-0679 - by interpreting national qualification standards, establishing/assessing competencies, providing performance appraisals consistent with HT3 8 rules, and guiding scope-of-practice elements and continuing education.
The incumbent leads and standardizes Enrollment & Eligibility (E&E) workflows (10-1 0EZ/EZR processing, priority group assignment, secondary review), ensuring timeliness, documentation accuracy, and alignment with VHA Directive 1601A.01 (Registration & Enrollment) and Health Eligibility Center (HEC) guidance.
The incumbent oversees AOD program operations (legal record of admissions/discharges/transfers, off-tour incident logs, urgent administrative determinations) and maintains 24/7 coverage and escalation protocols. The incumbent ensures AOD completion and accuracy of legally significant administrative records, including documentation of employee injuries, staff call-outs, medical-care-cost-recovery (MCCF) cases, and other incidents requiring administrative action or follow-up.
The incumbent directs outpatient scheduling operations within the section (clinic setup, VAOS configuration, scheduler training/adherence, audit readiness) to meet VHA Directive 123 0 requirements; coordinates consult/referral management practices with clinical leads per VHA Directive 1232 (Consult Management).
The incumbent provides administrative oversight of the Fugitive Felon Program, including reviewing and addressing fugitive-felon flags, contacting Veterans to explain eligibility changes, determining whether law enforcement involvement is warranted on a case-by-case basis, training staff on felon program requirements, and reporting program status/activity to the facility's Fugitive Felon Committee.
Work Schedule: Monday-Friday 8am-430pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Supervisory Medical Administration Specialist/PD692-906090 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized
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/.
scott.newburn@va.gov · 208-422-1000 X7576
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $74678 – $97087/yr.
Applications close on 2026-11-04.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-29 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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