Supervisory Program Specialist

Overview The position is located in the Business Office and serves as the Manager of the Portland VA Medical Center Telephone Access Program in Vancouver, Washington. The incumbent reports to the Business Office Assistant Chief and is responsible for development, coordination, and implementation of all systems related to the patients' care experience via phones, Audiocare, and related programs. This position has supervisory responsibilities overseeing two departments. Qualifications To qualify for this position, applicants must meet time-in-grade and specialized experience requirements within 30 days of the closing date of this announcement (06/02/2026). Time-In-Grade Requirements: Applicants who are current Federal employees and have held a GS grade in the past 52 weeks must meet time-in-grade requirements within 30 days. For a GS-11 position you must have served 52 weeks at the GS-09. An SF-50 showing time-in-grade eligibility must be submitted. If the most recent SF-50 does not clearly demonstrate one-year time-in-grade, provide an additional SF-50. Note: Time-In-Grade applies to reinstatement and VEOA appointments. Specialized Experience: One year of specialized experience equivalent to at least the next lower grade GS-09, including managing Audiocare and IVR programs of Telephone Access; identifying, reporting, and creating strategies for improvement for non-compliant areas; analyzing national performance standards and reporting results; coordinating application access, training, setup, and revision for all telephone lines; updating and creating Audiocare changes; developing policies and procedures; utilizing Excel or BI tools. Education: Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher graduate education, or LL.M. may substitute education for experience. (TRANSCRIPTS REQUIRED). Combination: may combine education and experience to meet 100% of requirements. Preferred Experience: Supervisory experience managing multidisciplinary teams; developing performance action plans; overseeing multiple operations units; cross-department initiatives involving IT, telecommunication, clinical and administrative services; familiarity with Lean or Six Sigma; knowledge of VA systems (Vista/CPRS), patient access processes, and national VA performance measures; experience with telecommunication infrastructure, outages, and upgrades. Volunteer experience may be credited. Physical Requirements: Primarily sedentary work with possible slight physical effort. For more information on qualification standards, visit OPM website. Duties Manage the day-to-day administrative and technical operations of the Telephone Access Program. Act as the gatekeeper to all telephone access requests; represent the medical center for VISN and National calls; monitor pilots affecting telephone access. Oversee that patient calls meet local and national standards of performance. Streamline the service to reduce duplication and rework in patient phone access. Plan for program growth and new requirements; stay aware of best practices within VA facilities, VISNs, and private sector. Update, maintain, and create Audiocare changes and requests; coordinate with regional IT partners for updates and after-hours shutdowns. Develop policies and procedures to support goals of the Telephone Access Program. Coordinate use of applications, training, setup, and revision for all telephone requests across the medical center. Monitor multiple servers to ensure phone coverage for all service queues and address gaps during business hours. Ensure patient experience in accessing care via the phone system, including Audiocare and IVR. Develop matrix measures; provide ongoing analysis and evaluation of program effectiveness and efficiency. Assign work, approve leave, develop performance standards, rate employees, schedule, resolve complaints, coordinate work, and advise on disciplinary actions. Conduct regular meetings with employees to address grievances and adjust procedures as needed. Counsel employees or initiate disciplinary actions; initiate and sign performance evaluations; recommend actions to upper management. Ensure subordinate staff provides timely service to veterans, representatives, clinical and administrative staff. Provide ongoing training and guidance on VA directives to professional and administrative staff. Establish operating guidelines and coordinate activities of team leaders and staff to achieve goals and implement new programs. Conduct annual performance reviews and address training needs and disciplinary issues. Approve leave and sign timecards; participate in hiring interviews for new operators; resolve employee complaints. Develop, review, and update position descriptions to improve duties and job satisfaction. Demonstrate flexibility in staffing levels and planning to meet PVAMC needs. Work Schedule: Monday - Friday, 8:00am - 4:30pm PST. This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. #J-18808-Ljbffr U.S. Department of Veterans Affairs