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.
Major Duties: 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.
Work Schedule: Monday- Friday, 7:30am-4:00pm (Subject to change based on the needs of the Agency) Telework: Ad-hoc Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD041930 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/.
Adrian.Randles@va.gov · 918-310-4317
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $86123 – $111966/yr.
This position is eligible for telework.
Applications close on 2026-10-05.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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