[Hiring] Program Analyst @VHA VISN 20 Human Resources

Role Description

This position is remote and located in the Clinical Contact Center (CCC) of the VA Medical Center. The Program Analyst provides quality assurance and data management through the development and implementation of the CCC. This is for current, permanent VHA applicants ONLY.

• 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.
• Performs other related duties as assigned.

Qualifications

• 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.
• 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.
• Experience working in multiple VA platforms preferred: examples include but are not limited to Cerner/Oracle, VA Health Connect-CRM, CPRS, VistA, telephony recording software, JPSR, and PATS-R.

Requirements

• 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.
• The work is performed in a virtual office setting and requires the use of numerous communication modalities (i.e., email, instant messenger, video, online meetings, etc.).
• Occasional travel and tour of duty changes to meet logistical needs may be required.
• This position is eligible for telework.

Work Schedule

• Monday - Friday; 7:30am-4:00pm, PST

Education Requirements

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.

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.