This position is in the Contact Management Division, First Party Section of the Health Resource Center in VHA Member Services. The primary purpose of this position is to provide program management and operational guidance to those staff performing contact management support activities for VA benefits and other related revenue programs, as well as being the national business process owner for the Consolidated Copayment Processing Center (CCPC).
Major duties of the position include: Conduct workforce/staffing analysis based on call patterns, volume, and service level metrics (abandon rate, AHT, speed of answer) Develop and monitor contact center performance metrics; produce operational/trend reports Supervise staff (direct/indirect): set performance standards, conduct evaluations, make personnel decisions (discipline, promotion, pay) Resolve employee grievances/complaints within a negotiated labor/union contract Participate in labor-management relations or union negotiations Identifies and escalates security breaches, privacy violations, complaints, and threats Serve as SME on enterprise-level system implementations (CRM, call tracking, EHRM-related initiatives) Interpret and apply federal/agency regulations related to revenue, billing, collections, or eligibility programs Perform or oversee debt collection, copayment processing, billing, or revenue cycle operations Collect data to analyze and evaluate the accuracy and effectiveness of HRC team members Recommend improvements in processes or procedures to enhance the QA Program, business lines, and the performance of team members Coordinate with external agencies (Treasury, IRS) on financial/revenue matters Apply EEO and affirmative action principles in a supervisory capacity Identify areas of inconsistency or deficiency and provide notification to management Advise senior leadership on technical, precedent-setting, or controversial policy matters Manage complex, multi-site/multi-year projects requiring cross-organizational or cross-agency coordination Perform other duties as assigned Work Schedule: Monday-Friday, 7:00am-7:00pm CST Telework: This position is authorized for telework.
Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD702060 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
VHANationalRecruitmentCenter@va.gov · (844)456-5208
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $90925 – $118204/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-09-22.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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