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Role Description

Lead a 50-person scheduling team connecting Veterans across Alaska, Washington, Oregon, and Idaho to timely Community Care appointments in VISN 20. This is a senior leadership role: you will serve as the primary VA partner for a large, multi-state MSA operation spanning from Anchorage, Alaska to Boise, Idaho, from the Puget Sound to the Oregon coast, and from Spokane to Walla Walla. You are the single point of accountability ensuring Veterans across the Pacific Northwest and Alaska receive accurate, timely access to specialty care.

VISN 20 covers one of the most geographically dispersed healthcare networks in the VA system. Your team will schedule Community Care appointments for Veterans in urban Seattle, rural southern Oregon, remote Alaska villages, and agricultural communities across eastern Washington and Idaho. This role requires someone who understands both the clinical urgency of healthcare scheduling and the operational discipline of managing a distributed workforce across four states and multiple time zones. You will own the quality, productivity, and compliance of the entire MSA operation.

Key Responsibilities

• Direct day-to-day operations of 50 Medical Support Assistants across 10+ VA facilities in VISN 20, ensuring consistent scheduling quality and productivity standards.
• Serve as the primary point of contact between CLFC and VA Contracting Officer Representative (COR), delivering monthly performance reports, Quality Assurance Surveillance Plan (QASP) compliance data, and operational updates.
• Manage three Regional Site Leads (Alaska, Puget Sound/Inland Northwest, Oregon) who provide frontline supervision and quality coaching at the facility level.
• Monitor and enforce daily productivity standards: 37 consult touches per MSA per day, 10 appointment resolutions, 24-hour voicemail return, 5-minute urgent message response.
• Oversee pre-deployment training and ongoing professional development for all MSAs, ensuring readiness before first day on-site and maintaining competency through regular refresher training.
• Conduct weekly performance reviews using VA dashboard data, identifying trends in scheduling backlogs, consult aging, and Electronic Waiting List compliance across all VISN 20 sites.
• Coordinate workforce scheduling to maintain coverage across Pacific, Alaska, and Mountain time zones, managing PTO, leave coverage, and backup MSA deployment to ensure uninterrupted service.
• Drive continuous process improvement by analyzing scheduling data, identifying bottlenecks, and implementing standardized workflows across all sites.
• Manage recruiting pipeline coordination with CLFC corporate team, ensuring bench strength for attrition replacement and surge staffing.
• Maintain strict compliance with HIPAA, VA privacy requirements, VAAR clauses, and information security protocols in handling Protected Health Information (PHI) across all VISN 20 sites.
• Travel periodically to VISN 20 facilities for site assessments, team meetings, new MSA onboarding support, and VA stakeholder engagement.

Qualifications

• Bachelor's degree in healthcare administration, business management, or related field (equivalent combination of education and experience considered).
• Minimum 3 years of healthcare operations management or program management experience, including direct supervision of 15+ staff.
• Minimum 2 years of experience in medical scheduling, patient access, or healthcare administrative operations.
• Demonstrated ability to manage geographically distributed teams across multiple locations.
• Experience with performance metrics tracking, quality assurance reporting, and contract compliance documentation.
• Strong proficiency with electronic health records, scheduling systems, and Microsoft Office suite.
• Excellent communication skills with ability to interface with federal government stakeholders, clinical staff, and frontline employees.
• Ability to obtain and maintain a VA Personal Identity Verification (PIV) badge and pass a NACI background investigation and associated VA security/suitability checks.
• Eligibility to work in the United States and meet all VA facility access requirements.
• Willingness to travel to VISN 20 facilities approximately 25-30% of the time.

Preferred Qualifications

• Prior VA Medical Center, VA Community Care, or VISN-level program management experience.
• Familiarity with CPRS, VistA, VA EHRM systems, and VA Community Care scheduling workflows.
• Experience managing federal healthcare staffing contracts, including QASP compliance and COR reporting.
• Knowledge of MISSION Act Community Care eligibility, consult management, and External Provider Scheduling networks.
• Project Management Professional (PMP) certification or equivalent.
• Experience with workforce management across multiple time zones.
• Understanding of Alaska Native health system coordination and rural/frontier healthcare delivery challenges.
• Veteran status (Veterans are strongly encouraged to apply).

Compensation and Benefits

• Competitive annual salary: $78,000 - $95,000.
• Comprehensive health insurance (medical, dental, vision).
• Paid time off and holiday pay.
• 401(k) retirement plan.
• Professional development through CLFC University Anywhere training platform, including a VISN 20-specific curriculum.
• Senior leadership role with direct impact on Veteran healthcare access across the Pacific Northwest and Alaska.
• Mission-driven work managing one of the largest Community Care scheduling operations in the VA system.