The Clinical Contact Center Modernization (CCCM) delivers enhanced access to virtual care and services, maximizes first contact resolution for veterans, supports positive health outcomes in the continuum of care, and provides an improved veteran experience. The Clinical Contact Center (CCC) provides veterans Virtual Care, 24 hours a day/7 days a week. The primary purpose of this position is to provide quality assurance and data management through the development and implementation of the CCC.

Duties

Data Management and Data Validation: Performs data mining and data analysis to identify qualitative and quantitative impacts on the service, utilizing analytic sources such as VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), SHEP scores, Decision Support System (DSS), Pyramid Analytics, the Scheduling Packages in VISTA, Corporate Data Warehouse (CDW) and Structured Query Language (SQL), Power BI and other data mining and data analytics tools. Researches and analyzes Clinical Contact Center data. Makes recommendations for improving data management processes based on their analysis of the data. The incumbent will have a clear understanding of the elements of workload productivity including Relative Value Units (RVUs) and Encounter in order to provide management support in their mission of allocating staff resources appropriately and impacting their ability to provide management support in their mission of allocating staff resources appropriately and impacting their ability to provide meaningful appraisals of staff under their direction. Quality Assurance, Research and Performance Improvement: Independently performs a wide range of non-routine program and administrative functions that are essential to Clinical Contact Center, Quality Assurance 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. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad Hoc Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/PD99742S Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/12/2024. 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: 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: analyzes and measures the effectiveness, efficiency, and productivity of administrative and technical programs; communicates effectively, both verbally and in writing, with clinical staff; conducts studies and analyzes findings to make recommendations on operating programs and contracts; assists with preparation of project papers and staff reports; organizes and delivers briefings to managers; operates a personal computer and software programs; uses data mining and data analytic tools; manages workload with minimal supervision; and, develops training programs. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or two full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education as described above. You will be rated on the following Competencies for this position: Data Management Problem Solving Communication Compliance 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: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VHA VISN 17 Human Resources 2301 E. LAMAR BLVD SUITE 650 ARLINGTON, TX 76006-7428 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]