Program Specialist

Quick Facts

• Role: Program Specialist (Patient Administration Service – scheduling training and appointment audits)

• Focus: Appointment management oversight, audits, and tailored training for scheduling staff

• Work schedule: Monday–Friday, 7:30am–4:00pm (may vary)

• Telework: Not virtual

Description

This role serves as the integral link between Medical Support Assistants and the Patient Administration Service to provide oversight, support, evaluation, and tailored training related to scheduling responsibilities and appointment management. The incumbent performs appointment audits and other reviews for facility schedulers, and develops, modifies, and administers training programs to address facility needs. Training effectiveness is continuously assessed, and audit findings are analyzed to support access to care and scheduling compliance.

Responsibilities

• Develop, modify, administer, and evaluate scheduling training programs and training plans tailored to local needs

• Coordinate orientation for new and experienced scheduling employees; create education materials on mission, structure, objectives, scheduling policies, and customer service

• Conduct analyses of audit findings related to access to care, consult management, insurance capture, recall reminders, return-to-clinic orders, open encounters, and clinic profile management

• Keep current with scheduling directives; update training accordingly; provide periodic status reports to management on training effectiveness and capacity

• Provide detailed guidance on scheduling procedures and resolve discrepancies or conflicts in scheduler training

• Participate in the full training lifecycle (development, planning, implementation, evaluation) and provide ongoing point-of-contact support

• Adapt national training materials into local procedures, courses, and training guides; create local training-development instructions

• Conduct formal and informal in-service and continuing education; follow up to confirm successful course completion

• Develop monthly and annual training schedules and maintain a training calendar; monitor the facility master list for scheduling

• Assess scheduling processes using standardized auditing mechanisms; analyze data and produce reports/presentations

• Perform/manage internal audits of scheduling activities and issue reports with findings and recommended corrective actions

Requirements

• U.S. citizenship

• Selective Service registration requirement (for eligible males)

• Background/security investigation

• Possible probationary period

• Complete required online onboarding

• Required influenza and COVID-19 vaccination participation (VA/VHA Health Care Personnel requirements)

• Knowledge and experience with VHA scheduling directives and policy

• Meet qualification standard: one year specialized experience (or qualifying education/combination) and, if applicable, time-in-grade requirements for current Federal employees

Benefits

• Comprehensive U.S. government benefits package for you and your family; eligibility depends on position type and schedule

• Career benefits vary by full-time/part-time/intermittent status; contact hiring agency for specifics