About this role
Job SummaryThe Program Analyst reports to the Community Engagement and Veteran Experience Service (CEVE) at the Ralph H. Johnson (RHJ) VA Medical Center and is organizationally aligned with the Office of the Assistant Director. Primary responsibilities include monitoring and coordinating medical center activities to optimize patient experience outcomes, tracking and trending customer feedback, and optimizing data collection tools used to measure and monitor patient experience and customer satisfaction.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/21/2026. 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 by the closing date of this announcement. For a GS-09 position, you must have served 52 weeks at the GS-07 level. For a GS-11 position, you must have served 52 weeks at the GS-09 level. 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 experience and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade, GS-07, 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 information systems, including databases, data analysis, data interpretation, statistical analysis, and reporting tools and resources; applying analytical and evaluative methods for both qualitative and quantitative data used in the development, maintenance, and strategic management of patient care, patient experience, and customer service; and drafting written reports, e-mails, letters, white papers, proposals, presentations, and action plans. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed one of the following: a master's or equivalent graduate degree; two (2) full years of progressively higher-level graduate education leading to such a degree; or LL.B. or J.D., if related. NOTE: Your education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience, as described above, and education beyond one (1) full year of graduate-level education. GS-11 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: applying advanced management and organizational principles and practices that include operational, revenue, and quality management data; directing complex studies requiring application of advanced analytical and statistical metrics and techniques affecting patient care and experience; and utilizing high-level statistical tools and research methods, such as scatter diagrams, control charts, frequency distribution, standard deviation, trend analysis, prioritization matrices, confidence intervals, z-scores, and regression analysis, in support of performance improvement. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed one of the following: a Ph.D. or equivalent doctoral degree; three (3) full years of progressively higher-level graduate education leading to such a degree; or LL.M., if related. NOTE: Your education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience, as described above, and education beyond two (2) full year of graduate-level education. Preferred Experience Customer Service: Works with clients and customers to assess their needs, provide information or assistance, resolve problems, and meet expectations. Education and Training: Knowledge of the concepts, principles, and theories of instructional methods such as teaching, training, research, making presentations, lecturing, and testing. Communication: Effectively expresses information to multiple audiences through clear, convincing oral and written communications Computer Skills: Uses computers, software applications, databases, and automated systems to accomplish work. Decisiveness: Makes sound and well-informed decisions, perceives the impact and implications of decisions, commits to action, even in uncertain situations, to accomplish organizational goals. Traveling to other medical facilities will be required, so a valid driver's license is required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Major DutiesMajor duties and responsibilities include but are not limited to: Collecting, analyzing, and communicating results of patient experiences and customer feedback related to clinical and administrative services. Working with clinical and administrative staff to develop and implement process improvements, and producing and monitoring action plans used to improve patient experience. Serving as an expert in patient experience and customer satisfaction tools including, but not limited to, Press Ganey, SHEP, Medallia, secret shopper programs, Patient Advocate Tracking System (PATS) data management, comment cards, phone and kiosk surveys, and all other reporting measures. Overseeing survey design and development, sampling distributions, clinic and provider updates, recommendations, as well as reviewing and modifying survey distributions based on clinic and provider workload, and all other tasks necessary to ensure that all patient experience data is valid, accurate, up-to-date, and actionable. Working with contractors, clinicians, and administrators to develop standard and customized survey and data-collection tools and solutions essential to evaluating, trending, prioritizing, and improving areas within the facility. Coordinating various customer focus groups and providing training, education, and ongoing updates to improve patient experience and customer satisfaction across the medical center. Assigning, managing, and monitoring the progress of facility workgroups tasked with improving areas within the facility that impact patient experience and customer service/satisfaction. Performing other duties as assigned. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday-Friday, 7:30 am to 4:30 pm. Work schedule is subject to change based on agency needs. Telework (ad-hoc): This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/PD07998A and PD10248A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorizedRequirementsYou must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.