The Program Analyst serves as the development Patient Experience Specialist and this is assigned to the Office Of Veterans Experience (VE) under the technical direction of the Chief of VE. As a Patient Experience Specialist, the Program Analyst works with section chief and service chief to help develop and provide training to help increase patent experience scores.

Duties

Major duties of the position include but are not limited to: Coordinate with clinical and administrative services to improve areas of identified weakness and provide clinical and administrative staff with resources and tools. Responsible for monitoring, and coordinating medical center activities to optimize patient experience outcomes. Knowledge of FAQs of V-Signals, SHEP, and Press Ganey, basic login/password reset information, and ability to schedule and assist with conducting employee level and provider level patient experience training. Provides assistance establishing mechanisms to proactively solicit customer satisfaction data and methods to provide data and interpretation throughout all levels of the organization. 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 a.m.- 4:00 p.m. Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. 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/PD10248A and PD07998-A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/11/2023. 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. 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 -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: Ability to comprehend written standards and policies. Ability to review, comprehend, and convey, a wide variety of minimally complex information; General knowledge of the mission, organization and activities of the healthcare facility, including scope, and depth of knowledge of clinical, administrative programs, and health resources; Responsible for tracking and trending customer feedback, optimize data collection tools used to measure and monitor patient experience and customer satisfaction; and Serves as a liaison between the Medical Center, patients, staff and other stakeholders. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have master's or equivalent graduate degree or2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related (Note: You must attach a copy of your transcripts.). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and graduate level education as described above. (transcript required) GS-011 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: Ability to comprehend written standards and policies. Ability to review, comprehend, and convey, a wide variety of minimally complex information; Develops work groups, focus groups, training, and education based on information obtained from National PCC-CT date; Responsible for tracking and trending customer feedback, optimize data collection tools used to measure and monitor patient experience and customer satisfaction; and Conducts focus groups, have skills in public speaking, develop and present formal and informal presentations, and provide briefings and training sessions to large and small audiences including to facility and VISN leadership. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience described above. (transcript required) You will be rated on the following Competencies for this position: Communication Computer Skills Oral Communication Decisiveness Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work may require some walking, standing, and bending. The Program Analyst may conduct meetings and travel to trainings and clinics within the facility's catchment area to meet with clinical and administrative staff. 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/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]