Job Listing
Program Analyst
Veterans Health Administration · Posted 7 days ago
Hybrid Charleston, SC $62K – $97K Apply by Sep 21, 2026 Management And Program Analysis ENTJINTJINTPISTJ
Apply for this job → About the Role
The 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.
What You'll Do
- →Major 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.
Requirements
- ✓You 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.
- ✓A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Personality Fit
Job ID: 510c1a4a-5ac0-4f87-8945-352c128c08d9
Posted via USAJobs