Program Specialist

About the role

The Telephonic Access Program Manager serves as a Program Specialist responsible for leading and coordinating facility-wide telephone and virtual access modernization initiatives for the Michael E. DeBakey VA Medical Center and its associated Community Based Outpatient Clinics.

Responsibilities

• Diagnoses access-related performance issues and initiates corrective actions through Rapid Diagnostics - CAPs - and PDSA cycles
• Interprets telephony and clinical workflow disruptions during Environmental Care Rounds and escalates issues affecting access or patient flow
• Develops new approaches when existing guidelines are insufficient for the scale and complexity of telephony modernization
• Directs multi-year modernization initiatives and oversees governance - performance standards - and access transformation priorities
• Designs - publishes - and governs the unified Access Performance Dashboard used to monitor enterprise telephony performance
• Oversees the full cycle of TASC Monthly Readiness Scoring across all services and CBOCs - validating submissions and launching corrective processes
• Analyzes call queues - performance metrics - sentiment trends - abandonment rates - and ASA to ensure accurate routing and performance transparency
• Develops dashboards - reporting mechanisms - and trend analyses to support executive decision-making and operational improvement
• Conducts biannual IVR audits - evaluates routing integrity - and tracks IT corrective actions to maintain system accuracy
• Leads facility-wide modernization strategy through TASC governance - integrating accreditation frameworks - VISN directives - and enterprise access standards
• Coordinates modernization investments with Fiscal and Procurement - ensuring alignment with budget - internal controls - and VERA requirements
• Aligns telephony operations with clinical workflows - scheduling systems - consult/result management - and care coordination processes across clinics and CBOCs

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 10/05/2026.

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-11 position you must have served 52 weeks at the GS-9. 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