Program Analyst

Requisition ID: 2024-3135

Job Summary:

Artemis is seeking a full-time Program Analyst to provide high quality support personnel for the Veterans Health Administration (VHA) Integrated External Networks (IEN) Customer Experience (CX) and Network Development (ND) directorates.

VHA is America’s largest integrated health care system, providing care at 1,293 health care facilities, including 171 medical centers and 1,112 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.

VHA IEN is responsible for day-to-day supervision of managing Veteran, provider and customer relations experience, community care contracts, medical claims payment/reimbursement, network support and adequacy, and other activities associated with the design, development, and maintenance of a high performing network of providers providing VA care to Veterans and family members in the community.

CX provides customer service for both national and international contact centers, coordinates communication between IVC, community providers, and Veterans served by third party administrators (TPAs), and manages inquiries from Veterans and community providers, working as intermediaries to resolve concerns with TPAs.

ND spearheads the development, oversight, and modifications of contracts, working to ensure that network providers offer timely, high-quality care for Veterans and their beneficiaries that integrate with VA-coordinated lifetime care management.

Primary Responsibilities:

The Program Analyst specializes in developing and recommending mid-level complex strategies to optimize the operations of different programs within an organization. Working with a Program Analyst Sr., primary responsibilities for this position are:

• Review highly complex communications/media (e.g., telephone, letter, etc.) to determine the proper disposition of inquiries.
• Review, evaluate, and conduct analyses of issues related to program segment healthcare administrative functions, medical claims payments, complaints, inquiries, and other items provided. Submissions originate primarily from incoming telephone calls via a routing system and also include a variety of sources (e.g., Congressional offices, White House, Agency, special interest groups).
• Conduct reviews using automated systems (e.g., VHA/IVC internal systems, third-party administrator portals) of medical claims files/payments, inquiries from contractors, Veterans, private-sector healthcare providers, and Agency medical center and field staff and provide responses.

Minimum Qualifications:

• 3 years of relevant experience
• BA/BS degree
• Experience supporting large, complex federal agencies; ideally VA or DoD
• Ability to interact and engage with Executive-level stakeholders
• Ability to communicate thoughts, ideas, and solutions logically, both written and orally
• Advanced proficiency with Microsoft Office applications, especially MS Excel, Word, and PowerPoint
• Ability to obtain and maintain a public trust clearance
• Legal authorization to work in the U.S

Desired Qualifications:

• Knowledge of Veteran populations
• Strong critical thinking and analytical skills
• Proven ability to organize, prioritize, and work well with others
• Ability to communicate thoughts, ideas, and solutions logically both written and orally
• Ability to get up to speed quickly on complex issues; desire to work in a fast-paced, rapidly evolving environment
• Capable self-starter with a drive to get all types of work done and high attention to detail
• Ability to interact and engage with Executive-level stakeholders
• Experience with VHA Central Office