Job Information
Veterans Affairs, Veterans Health Administration Program Analyst in United States
Summary This position is located within the VHA Member Services (MS), Pharmacy Services - Clinical Quality Management division. The Program Analyst is responsible for enhancing the performance of Pharmacy Services contact center representatives by improving the overall quality, consistency, efficiency, effectiveness, timeliness and accuracy of information that contact center representatives provide to internal and external customers. Responsibilities Duties include but are not limited to: Provide clear and concise guidance from a call center operations perspective. Evaluate customer interactions and provides direct confidential notification to staff regarding identified critical areas of improvement. Determine fail or pass on all calls being reviewed. Escalate issues such as security breaches, privacy violations, complaints, threats, etc. as appropriate. Review and analyzes Standard Operating Procedures (SOP), Business Processes (BP), Job Aids (JA), and training materials. Identify areas of inconsistencies or deficiencies and provides notification and recommendations directly to management. Work with ESS Work Force Management (WFM) team to coordinate the scheduling of coaching sessions for contact center representatives as well as rescheduling missed sessions or additional requested sessions. Review and maintain current prevalent knowledge of all subject matter within multiple functioning operational business unit areas. Coordinate, facilitate, and coach on topics that are identified as imperative in nature to the quality performance and quality service provided by the contact center. Develop, review, and maintain training materials used for coaching/training opportunities. Work Schedule: Full-time, Monday - Friday, 8 hour shift between the hours of 8:00am - 4:30pm (CST). Virtual: This is not a virtual position. Remote: This is a remote position. Selectee must reside within 50 miles of a Member Services facility or VA Medical Center (which does not include Outpatient Clinics (CBOCs), Veteran Clinics, etc...) and within the continental United States. Position Description/PD#: Program Analyst/PD07587A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Approved Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 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. Selectee must reside within 50 miles of a Member Services facility or VA Medical Center (which does not include Outpatient Clinics (CBOCs), Veteran Clinics, etc...) and within the continental United States. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/15/2025. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Applying complex fact-finding, analytical and problem-solving methods and techniques to identify problems, set work priorities, and preparing plans and proposals. 2) Practical knowledge of the major contact center caller issues, business line operational program goals and objectives within the organization and the working relationship with the quality management program. 3) Knowledge and skill in using Microsoft office programs such as Word, Excel, PowerPoint, Outlook, Lync, etc., to store and retrieve electronic documents and files; analyze data; prepare reports with charts and graphs; utilize spreadsheets and SharePoint. 4) Skill in interacting with representatives to advise on opportunities to improve quality performance, clarify processes and procedures, and other appropriate activities for improving the quality of services to internal and external customers. 5) Maintains expert knowledge of qualitative and quantitative analysis techniques for measuring the effectiveness, efficiency, and productivity of programs within the organization. OR GS-09: Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position. OR GS-09 Combination of Education and Experience (TRANSCRIPTS REQUIRED): Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the second year of graduate education. You will be rated on the following Competencies for this position: Analysis and Problem Solving Customer Service (Clerical/Technical) Interpersonal Skills Quality Management Teaching Others Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and the employee may sit comfortably. Use of a computer and keyboard is extensive. There may be some walking, standing, bending, carrying of light items, etc. May involve traveling to meetings, coaching sessions, training events, etc., due to various locations. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.