Supervisory Program Specialist

About the role

This position is located in the Business Office and serves as the Manager of the Portland VA Medical Center Telephone Access Program in Vancouver, Washington. The incumbent will be reporting to the Business Office Assistant Chief and is responsible for development, coordination, and implementation of all systems related to the patients' care experience via phones, Audiocare and other such programs. This position will have supervisory responsibilities by overseeing two departments. To qualify for this position, applicants must meet time-in-grade and specialized experience requirements within 30 days of the closing date of this announcement, 06/02/2026. 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 within 30 days of the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09. 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 specialized experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Managing the Audiocare and interactive voice response programs of Telephone Access. Identifying, reporting, and creating strategies for improvement for areas that are non-compliant. Analyzing national performance standards on a weekly, monthly, quarterly and annual basis and reports weekly to the Director and facility the results, findings and action plans for services not meeting performance measures. Coordinating application access, training, set up and revision for all telephone lines in the medical center, and has approval authority over all communications relative to the patient care experience utilizing phone access. Updating, maintaining and creating of all Audiocare changes and requests. Developing policies and procedures that accurately describe and support the goals of the Telephone Access Program. Utilizing Microsoft Excel, data visualization tools, or business intelligence platforms for operational analysis. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D, OR equivalent doctoral degree, OR 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. (TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond a master's degree to meet total experience requirements for the GS-11 level. To determine if you meet combination requirements, the total percentages of your qualifying experience and percentage of education required for the grade level must equal at least 100 percent. For example, an applicant has 9 months of specialized experience equivalent to GS-9 and 2 1/2 years of creditable graduate level education. The applicant meets 75 percent of the required experience and 50 percent of the required education, i.e., the applicant has 1/2 year of graduate study beyond that required for GS-9. Therefore, the applicant exceeds the total requirement and is qualified for the position. (The applicant's first 2 years of graduate study are not qualifying for GS-11.) (TRANSCRIPTS REQUIRED). Preferred Experience: Prior supervisory experience managing multidisciplinary teams especially in a high volume, customer facing or clinical support environments. Developing performance action plans, mentor staff, and managing performance improvement efforts. Overseeing multiple operations units or service lines. Leading cross departmental initiatives involving IT, telecommunication teams, clinical and administrative services. Familiarity with Lean, Six Sigma, or other process improvement. Knowledge of VA systems or alike such as Vista/CPRS, patient access processes, and or national VA performance measures. Working with telecommunication infrastructure teams on system changes, outages, and upgrades. Experience refers to paid and unpaid experience, including vo