Summary The VISN Clinical Contact Center Chief Nurse is responsible for the administrative, supervisory and nursing aspects of the Clinical Contact Center. Nursing staff assigned to Clinical Contact Centers may be located at multiple sites within the VISN and virtually. Responsibilities VA offers a comprehensive total rewards package: VA Nurse Total Rewards The VISN Clinical Contact Center Chief Nurse is responsible for the administrative, supervisory and nursing aspects of the Clinical Contact Center. Clinical Contact Centers provide 24/7 virtual access to dedicated staff, providers and a range of clinical and administrative services, including clinical nurse triage for evaluation of symptoms and disposition of health care concerns, virtual clinical visits with providers for acute and episodic care needs, pharmacy services, and appointment scheduling. Providers include licensed independent practitioners (LIP). Clinical Contact Centers provide a convenient, patient-centered, safe, and easily accessible option for Veterans to address their health care needs. Seamless and consistent care is also provided during public health emergencies and natural disasters. The VISN Clinical Contact Center consolidates these services through one center, serving Veterans that receive care at a facility within the VISN. Chief, Clinical Contact Center: Provides executive leadership and direct supervision to the Nurse Managers and Assistant Nurse Managers over the Clinical Contact Center and other employees as assigned. Assesses, plans, and evaluates the processes and daily operations of the Clinical Contact Center, collaborating with the Nurse Managers and administrative and clinical leaders within the VISN (e.g. from Clinical Contact Centers and Clinical Resource Hubs), at the medical centers where patients are assigned (e.g. from Primary Care, Emergency Medicine, and Specialty Care), and with Program Offices (e.g. Homeless Program, Veterans Crisis Line) to design and implement interdisciplinary programs and processes within the service. Responsible for assessing and recommending the allocation of human and material resources, in determining staffing levels, managing overtime, and plays a significant role in the recruitment and retention of staff. Ensures competency assessment meets the learning needs of nursing staff and are completed on each employee annually. Reviews Clinical Contact Center Data, quality assurance findings, and business operations data related to nursing and clinical operations for trends and early intervention; formulates follow-up plans with stakeholders within and outside of the VISN. Evaluates findings from VISN Clinical Contact Center Quality Assurance Program and collaborates with both administrative and clinical services to monitor quality and safety within the service and during transitions in care to the medical centers. Functions as facilitator in implementing action plans and performance and process improvement strategies at services for follow up to include regular progress reports. Performance improvement projects may be co-led with leaders from medical centers. Promotes evidence-based practice designed to validate and/or improve patient care and health care delivery. Acts as a liaison with the nursing leaders in OVAC and the Office of Nursing Services to address issues related to nursing as needed. Reports directly to the Madison VA Deputy Associate Director for Patient Care Services. Work Schedule: Monday-Friday, 8:00AM-4:30PM Telework: Yes - as determined by the agency policy. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required Requirements Conditions of Employment U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. In accordance with 38 U.S.C. 7402(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Graduate of a school of professional nursing approved by the appropriate State-accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE). In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (Reference VA Handbook 5005, Appendix G6) OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing. Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. Preferred Experience: 5 years Nursing experience preferred 3 years recent progressive leadership in Nursing and Patient Care programs, including direct supervision preferred Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade: Nurse IV - Master's degree in nursing or related field with BSN and approximately 4-5 years of nursing practice/experience; OR a Doctoral degree in nursing or related field and appropriate basic or advanced certification desired, and approximately 3-4 years of nursing practice/experience. Note regarding MSN degrees: If your MSN was obtained via a Bridge Program that qualifies for professional nursing registration, a BSN is not required. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: Walking, bending, stooping, and some lifting in the direct care of patients. There may also be extended periods of sitting. Education IMPORTANT: 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.