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Program Specialist
Veterans Health Administration · Posted 2 days ago
Hybrid Houston, TX $86K – $112K Apply by Oct 5, 2026 Miscellaneous Administration And Program ENTJESTJISTJ Operations
Apply for this job → About the Role
The Telephonic Access Program Manager serves as a Program Specialist responsible for leading and coordinating facility-wide telephone and virtual access modernization initiatives for the Michael E. DeBakey VA Medical Center and its associated Community Based Outpatient Clinics.
What You'll Do
- →Major Duties: Diagnoses access-related performance issues and initiates corrective actions through Rapid Diagnostics, CAPs, and PDSA cycles.
- →Interprets telephony and clinical workflow disruptions during Environmental Care Rounds and escalates issues affecting access or patient flow.
- →Develops new approaches when existing guidelines are insufficient for the scale and complexity of telephony modernization.
- →Directs multi-year modernization initiatives and oversees governance, performance standards, and access transformation priorities.
- →Designs, publishes, and governs the unified Access Performance Dashboard used to monitor enterprise telephony performance.
- →Oversees the full cycle of TASC Monthly Readiness Scoring across all services and CBOCs, validating submissions and launching corrective processes.
- →Analyzes call queues, performance metrics, sentiment trends, abandonment rates, and ASA to ensure accurate routing and performance transparency.
- →Develops dashboards, reporting mechanisms, and trend analyses to support executive decision-making and operational improvement.
- →Conducts biannual IVR audits, evaluates routing integrity, and tracks IT corrective actions to maintain system accuracy.
- →Leads facility-wide modernization strategy through TASC governance, integrating accreditation frameworks, VISN directives, and enterprise access standards.
- →Coordinates modernization investments with Fiscal and Procurement, ensuring alignment with budget, internal controls, and VERA requirements.
- →Aligns telephony operations with clinical workflows, scheduling systems, consult/result management, and care coordination processes across clinics and CBOCs.
- →Work Schedule: Monday- Friday, 7:30am-4:00pm (Subject to change based on the needs of the Agency) Telework: Ad-hoc Virtual: This is not a virtual position.
- →Position Description/PD#: Program Specialist/PD041930 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Pre-employment physical required.
- ✓Driver's License: A current, valid state-issued Driver's License is required for this position.
- ✓NOTE: We cannot accept photographs, therefore; please do not submit a copy of your license with your application package.
- ✓If an interview is requested, you will be required to provide a copy of your current, valid state-issued Driver's License.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
Personality Fit
Job ID: f605042f-b101-431e-bfde-19c0464421cd
Posted via USAJobs