Nurse - VISN Clinical Contact Center (CCC) Director

Summary

The Nurse V Clinical Contact Center Director serves in an executive leadership role, overseeing complex administrative and clinical functions that influence the organizational mission, strategic planning, program development, health care delivery, and national policy all within the new VISN 2 area. The selected applicant must reside/relocate within the Legacy VISN 6, 7 or 8 catchment area. For more information regarding the new VISN structure, please see here: https://digital.va.gov/rise/#maps

Duties

The Director is accountable for developing, implementing, and directing policies and activities that affect nursing practice, health care delivery, and the VISN CCC budget. As the spokesperson for nursing and other disciplines providing CCC services, the Director promotes integration and collaboration within the CCC, across Veterans Affairs (VA), and with community partners to achieve patient-centered and organizational goals. The CCC Director is responsible for the administrative, supervisory, and clinical operations of the CCC. CCCs provide Veterans with 24/7 virtual access to dedicated staff, providers, and clinical and administrative services, including symptom evaluation and triage, disposition and care coordination, virtual visits for acute, episodic, and chronic care needs, pharmacy services, and appointment scheduling. The incumbent demonstrates exceptional organizational skills, independent judgment, problem-solving ability, and expertise in program development and implementation. The CCC Director assesses, plans, evaluates, and oversees CCC processes and daily operations, collaborating with managers, supervisors, and administrative and clinical leaders within the VISN and assigned medical centers to ensure Veterans receive high-quality care without inefficiencies or duplication. The CCC Director directly supervises CCC managers, supervisors, and other assigned employees. The CCC Director assesses and recommends human and material resource allocations; determines staffing levels; manages overtime; and supports staff recruitment and retention. Preferred experience: - At least five years of experience leading regional clinical contact centers. - Master of Science in Nursing (MSN), or a master's degree or a doctoral degree in a healthcare-related field, from an accredited institution. - Experience implementing programs at the national, regional, and facility levels. - Experience developing and implementing training programs at the national, VISN, and facility levels. - Experience in quality assurance for clinical contact centers at the national, VISN, and facility levels. - Five or more years of leadership experience. Work Schedule: Monday - Friday; 8 AM - 4:30 PM Telework: This position may be authorized for ADHOC telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Required: Yes VA offers a comprehensive total rewards package: VA Nurse Total Rewards

Qualifications

Applicants must meet the requirements by the closing date of this announcement. 11/10/2026 Basic Requirements: English Language Proficiency. In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by ONE of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE); OR: Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program. Upon achievement of a State license, the individual may be appointed on temporary basis and later converted to a permanent appointment upon successful completion and graduation from the bridge program. (Reference VA Handbook 5005, Appendix G6); OR: In cases of graduates of foreign schools of professional nursing, possession of a current, full, active, and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing to warrant an appointment as a Nurse who has completed an associated degree/entry level Nursing education program. Credit for foreign nursing education higher that associate degree/entry level requires a formal degree equivalency validation from a recognized equivalency evaluation accepted by VA such as International Consultants of Delaware (ICD). Current, full, active, and unrestricted registration as a registered nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. NOTE: Grandfathering Provision - All persons currently employed in VHA in 0610 series and performing the duties as described in the qualification standard on the effective date of the standard (1/29/2024) are considered to have met all qualification requirements for the grade held including positive education and licensure/certification. Nurse V Grade Determinations: The following Scope, Education and Dimension criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade. *Note: Foreign education programs/degrees are not creditable as related degrees. Scope: Practice of an executive nature, comprised of complex leadership and administrative components, associated with critical health care issues and activities that drive meeting the organizational mission, health care and policy. AND: One of the following must be met - Education: Master's degree in Nursing (MSN) and 5 years of professional nursing experience, one of which is specialized nursing experience equivalent to Nurse IV and meets all dimension requirements for Nurse V; OR Master's degree in a *related field with a BSN and 5 years of professional nursing experience, one of which is specialized nursing experience equivalent to Nurse IV and meets all dimension requirements for Nurse V; OR a Doctoral degree in Nursing and 4 years of professional nursing experience, one of which is specialized nursing experience equivalent to Nurse IV and meets all dimension requirements for Nurse V; OR a Doctoral degree in a *related field with a BSN and 4 years of professional nursing experience, one of which is specialized nursing experience equivalent to Nurse IV and meets all dimension requirements for Nurse V. *Note: Foreign education programs/degrees are not creditable as related degrees. **Waivers of degree requirements are not authorized for Nurse IV and Nurse V.** AND: Dimension Requirements: Leadership. Establishes the strategic direction for health care delivery, evidence-based practices, industry-leading research, and innovative care models. Creates a shared vision and successfully leads change to improve performance and attain measurable outcomes at the organization or enterprise level. Business Acumen. Transforms health care through the application of new processes, technology, informatics, data analytics, business principles, systems thinking and resource management at the organization or enterprise level. Inspiring an Industry-Leading Lifestyle. Establishes an industry leading, shared decision-making lifestyle; a workforce that serves Veterans, families, and caregivers of all backgrounds; builds trust and lifestyle competencies and catalyzes dynamic teams at the organization and enterprise level. Communication and Relationship Management. Drives the effective use of relationship management principles to achieve positive customer service experiences that are consistent with professional and organizational value