The Program Analyst serves as the development Patient Experience Specialist and is assigned to the Office Of Veteran Experience under the technical direction of the Chief of Veteran Experience and is organizationally aligned to the Office of the Assistant Director at the Ralph H Johnson VA Medical Center. As a Patient Experience Specialist, the incumbent works with section chief and service chief to help develop and provide training to help increase patient experience scores.

Duties

Duties include but are not limited to: Monitoring and coordinating medical center activities to optimize patient experience outcomes, Track and trend customer feedback, Optimize data collection tools used to measure and monitor patient experience and customer satisfaction, Work with clinical and administrative services to improve areas of identified weakness, Audits approved practices, Provide clinical and administrative staff with resources and tools necessary in implementing and sustaining processes that foster patient centered care and cultural transformation concepts and enhance the patient experience. Provides operational support and expertise to the facility executive leadership team, Participating in executive leadership discussions, decisions, and policy making. Using specialized knowledge and skills pertaining to health care delivery systems and working under broadly delegated authority, the incumbent takes action to develop or modify objectives and boundaries of assignments as indicated and plays a critical and influential role in organizational performance and excellence, 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. Performs 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 - 4:00 pm Position Description/PD#:Program Analyst /PD10248A and PD07998-A Telework: Yes- as determined by the agency policy. AD-Hoc Telework approved Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

o qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/20/2023. 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. (If you have not held a GS grade at any time in the past 52 weeks, this question does not apply to you.) For this vacancy, applicants must have held grade GS-7 to be eligible GS-9; held grade GS-9 to be eligible for GS-11. You must have held these grades or higher for at least one year. The grade must have been held in the Federal service but may have been in any occupation. Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you should provide an additional SF-50 to clearly demonstrate 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: Specialized Experience GS-09: 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) Specialized Experience GS-11: 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: CommunicationsComputer SkillsDecisivenessOral Communication 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/. 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

There is no educational substitution at this grade level.

Contacts

• Address Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Lois Auge
• Phone: 706-002-0094 X20094
• Email: [email protected]