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 VISN 20 applicants ONLY.
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.
Expect that skills mentioned above may be required to be demonstrated during the interview process. 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.
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/PD99742S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
sophia.whittick@va.gov · 813-442-3938
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $61722 – $80243/yr.
Yes, this position is fully remote.
Applications close on 2026-09-09.
There are 3 openings for this position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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