Program Analyst

Summary

This position is remote and located in the Clinical Contact Center (CCC) of the VA Medical Center. The Program Analyst provides quality assurance and data management through the development and implementation of the CCC. This is for current, permanent VHA applicants ONLY.

Duties

Major duties and responsibilities include but are not limited to: Researches and analyzes complex and critical data and makes recommendations for identifying discrepancies and improving data management processes based on the analysis of the data Develops and maintains a variety of databases, conducts statistical analysis and generates a variety of reports Develops, implements, coordinates and maintains a tracking system of analysis of productivity metrics Prepares and/or reviews reports involving trend analyses and ensures follow-up in program areas Develops background and management options available to deal with complex system planning and implementation problems Ensures that applications and reports are complete, that all technical requirements are met, and all implementation requirements are accurately identified Performs a wide range of non-routine program and administrative functions that are essential to the 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; and Performs other related duties as assigned. Preferred Experience Applicants are strongly encouraged to possess the following experience: Experience performing data mining, data validation, and statistical analysis using tools such as VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), Decision Support System (DSS), Pyramid Analytics, Corporate Data Warehouse (CDW), Structured Query Language (SQL), and Power BI. Experience developing and maintaining dashboards, tracking systems, and recurring reports to monitor program performance, productivity, or compliance metrics. Experience conducting audits or quality reviews (e.g., scheduling accuracy, call quality, documentation compliance) and translating findings into actionable recommendations. Experience supporting accreditation or regulatory review processes, such as those conducted by The Joint Commission (TJC) or the Office of Inspector General (OIG). Experience working in a healthcare or clinical contact center environment, with familiarity in call center operations, scheduling, or patient access workflows. Strong written and verbal communication skills, including experience preparing reports and briefings for leadership. Performs the functions of this role independently with minimal supervision, as directed by CCC and VISN leadership. Experience performing data mining and statistical analysis using VA analytic platforms; developing performance dashboards and tracking systems; conducting audits or quality reviews; and supporting regulatory/accreditation compliance activities in a healthcare setting. Data analysis experience is beneficial for a strong candidate. Experience developing performance/quality dashboards, coordinating survey or accreditation readiness activities (TJC, OIG), and skill in managing multiple competing priorities in a fast-paced healthcare contact center environment are also desired. Applicants are highly desired to possess the following knowledge, skills, and abilities: Experience working in multiple VA platforms preferred: examples include but are not limited to Cerner/Oracle, VA Health Connect-CRM, CPRS, VistA, telephony recording software, JPSR, and PATS-R. Data analysis experience is beneficial for a strong candidate Physical Requirements and Work Environment: The regular and recurring work of this position is mostly sedentary and involves sitting at a desk and working with a computer screen and keyboard. The position requires the ability to move from one geographic location of the facility to another and walking, standing, bending, climbing stairs, and carrying some light items. Stamina and concentration to meet crucial deadlines is required. The work is performed in a in a virtual office setting and requires the use of numerous communication modalities (i.e., email, instant messenger, video, online meetings, etc.). Occasional travel and tour of duty changes to meet logistical needs may be required. This position is eligible for telework. Work Schedule: Monday - Friday; 7:30am-4:00pm, PST Remote: This is a remote position. PLEASE NOTE: THIS POSITION IS CURRENTLY EXEMPTED FROM RETURN TO OFFICE REQUIREMENTS. REMOTE EXEMPTED POSITIONS ARE REVIEWED REGULARLY AND DO NOT CONFER PERMANENT REMOTE WORK STATUS; the selected individual may need to return to a VA office if required. Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/PD99742-S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Qualifications

To qualify for this position, applicants must meet time-in-grade requirements and specialized experience by the closing date of this announcement, 10/08/2026. 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-9 position you must have served 52 weeks at the GS-7 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 at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience performing analytical work using qualitative and quantitative techniques; analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs; utilizing data analytic tools for data mining; utilizing computers and applicable databases/software. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completion of a master's degree or equivalent graduate degree, two (2) full years of graduate level education leading to such a degree, or LL.B. or J.D. in a related field that demonstrates your ability to perform the duties of this position. NOTE: This education must have been obtained at an accredited college or university. If you select this option, you must submit a copy of your transcript with your application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond equivalent combinations of su