Supervisory Program Specialist

Supervisory Program Specialist

Major duties and responsibilities include, but not limited to:

• Responsible for effectively and efficiently managing the day-to-day administrative and technical operations of the Telephone Access Program.
• Responsible for the oversight of the telephone access program, including the assurance that all patient care calls into the VANCHCS meet the local and national standards of performance.
• Actively engaged in planning for program growth and adjustments for new requirements.
• Updates, maintains, and creates all Audiocare changes and requests.
• Develops policies and procedures that accurately describe and support the goals of the Telephone Access Program.
• Works with various services to set-up queues, user accounts, ad-hoc reports and troubleshooting for Cisco Unified Call Center telephone system.
• Responsible for the patient experience in accessing care via the phone system. This includes Audiocare and the interactive voice response program of telephone access.
• Develops matrix measures to monitor outcomes, provides ongoing analysis and evaluation of effectiveness and efficiency of program.
• Monitors and supervises the operations of the Telephone Access program, and specifically managing Call Center.
• Plans work to be accomplished by subordinate Supervisory Medical Support Assistants and Data Manager, sets priorities, and designates suspense dates for completing work.
• Review's workloads and makes assignments or reassignments, as appropriate, and reviews final product for quality/quantity.
• Develops, reviews, and updates position descriptions/functional statements to ensure improvement or enrichment of duties and improvement in job satisfaction.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday - Friday, 8:00 am to 4:30 pm

Virtual: This is not a virtual position.

Position Description/PD#: PD02164-O and PD11597-O

Relocation/Recruitment Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Permanent Change of Station (PCS): Not authorized

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

US Department of Veterans Affairs