Note: The job is a remote job and is open to candidates in USA. The Department of Veterans Affairs, through the Veterans Health Administration, is seeking a Program Analyst for its Clinical Contact Center. The role provides quality assurance and data management by analyzing complex data, developing databases and reports, tracking productivity metrics, supporting compliance and process improvement, and coordinating program activities.
Responsibilities
- Researches and analyzes complex and critical data and makes recommendations for identifying discrepancies and improving data management processes based on the analysis of the data
- Develops and maintains a variety of databases, conducts statistical analysis and generates a variety of reports
- Develops, implements, coordinates and maintains a tracking system of analysis of productivity metrics
- Prepares and/or reviews reports involving trend analyses and ensures follow-up in program areas
- Develops background and management options available to deal with complex system planning and implementation problems
- Ensures that applications and reports are complete, that all technical requirements are met, and all implementation requirements are accurately identified
- Performs a wide range of non-routine program and administrative functions that are essential to the program
- Reviews materials with regards to compliance with standards of external bodies and accrediting agencies
- Analyzes data, identifies trends and communicates concerns or issues
- Communicates with various groups, services and teams to gather information, discuss recommendations and coordinate improvement activities
- Provides support for compliance, process improvement and training activities; and
- Performs other related duties as assigned
Skills
- A transcript must be submitted with your application if you are basing all or part of your qualifications on education
- For a GS-9 position you must have served 52 weeks at the GS-7
- Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience performing analytical work using qualitative and quantitative techniques; analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs; utilizing data analytic tools for data mining; utilizing computers and applicable databases/software
- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completion of a master's degree or equivalent graduate degree, two (2) full years of graduate level education leading to such a degree, or LL.B. or J.D. in a related field that demonstrates your ability to perform the duties of this position
- Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond Equivalent combinations of successfully completed graduate-level education (beyond the first year) and specialized experience, as described above, which meet the total experience requirements for this grade level
- A transcript must be submitted with your application if you are basing all or part of your qualifications on education
- 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
- 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
- Applicants are strongly encouraged to possess the following experience:
- Experience performing data mining, data validation, and statistical analysis using tools such as VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), Decision Support System (DSS), Pyramid Analytics, Corporate Data Warehouse (CDW), Structured Query Language (SQL), and Power BI
- Experience developing and maintaining dashboards, tracking systems, and recurring reports to monitor program performance, productivity, or compliance metrics
- Experience conducting audits or quality reviews (e.g., scheduling accuracy, call quality, documentation compliance) and translating findings into actionable recommendations
- Experience supporting accreditation or regulatory review processes, such as those conducted by The Joint Commission (TJC) or the Office of Inspector General (OIG)
- Experience working in a healthcare or clinical contact center environment, with familiarity in call center operations, scheduling, or patient access workflows
- Strong written and verbal communication skills, including experience preparing reports and briefings for leadership
- Performs the functions of this role independently with minimal supervision, as directed by CCC and VISN leadership
- Experience performing data mining and statistical analysis using VA analytic platforms; developing performance dashboards and tracking systems; conducting audits or quality reviews; and supporting regulatory/accreditation compliance activities in a healthcare setting
- Data analysis experience is beneficial for a strong candidate
- Experience developing performance/quality dashboards, coordinating survey or accreditation readiness activities (TJC, OIG), and skill in managing multiple competing priorities in a fast-paced healthcare contact center environment are also desired
- The regular and recurring work of this position is mostly sedentary and involves sitting at a desk and working with a computer screen and keyboard
- The position requires the ability to move from one geographic location of the facility to another and walking, standing, bending, climbing stairs, and carrying some light items
- Stamina and concentration to meet crucial deadlines is required
- Experience performing data mining, data validation, and statistical analysis using tools such as VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), Decision Support System (DSS), Pyramid Analytics, Corporate Data Warehouse (CDW), Structured Query Language (SQL), and Power BI
- Experience developing and maintaining dashboards, tracking systems, and recurring reports to monitor program performance, productivity, or compliance metrics
- Experience conducting audits or quality reviews (e.g., scheduling accuracy, call quality, documentation compliance) and translating findings into actionable recommendations
- Experience supporting accreditation or regulatory review processes, such as those conducted by The Joint Commission (TJC) or the Office of Inspector General (OIG)
- Experience working in a healthcare or clinical contact center environment, with familiarity in call center operations, scheduling, or patient access workflows
- Strong written and verbal communication skills, including experience preparing reports and briefings for leadership
- Performs the functions of this role independently with minimal supervision, as directed by CCC and VISN leadership
- Experience performing data mining and statistical analysis using VA analytic platforms; developing performance dashboards and tracking systems; conducting audits or quality reviews; and supporting regulatory/accreditation compliance activities in a healthcare setting
- Data analysis experience is beneficial for a strong candidate
- Experience developing performance/quality dashboards, coordinating survey or accreditation readiness activities (TJC, OIG), and skill in managing multiple competing priorities in a fast-paced healthcare contact center environment are also desired
Benefits
- A career with the U.S. government provides employees with a comprehensive benefits package.
- As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
- This position is remote.
- This position is eligible for telework.
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