Program Analyst

Veterans Health Administration • San Bruno, CA

24d

About The Position

The Program Analyst performs assignments that are typically limited in scope or are clearly defined segments of larger projects. The work supports a program with recurring needs for data gathering, analysis, and interpretation, or involves special projects assigned to higher-graded program analysts.

The position manages and coordinates patient experience, patient-centered care, and customer-satisfaction outcomes and measures for MHS. The analyst serves as the primary liaison with the Veteran Experience Committee on customer service and staff satisfaction. The role develops and manages tools and methods, collects and analyzes results, interprets findings, and communicates patient-experience and customer-feedback results to clinical and administrative services within MHS. It also uses research, studies, or benchmarking to address system problems relating to MHS program clinical operations; reviews and validates productivity data; and advises management on program and operational effectiveness. The analyst develops recommendations and proposals for findings and improvement areas, coordinates with the Supervisory Program Analyst, and recommends how standards affecting MHS should be applied.

The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., or as determined by the supervisor. Telework may be authorized and eligibility will be discussed during the interview. This is not a virtual position. Relocation and recruitment incentives, critical skills incentive, and permanent change of station are not authorized.

Requirements

• U.S. citizenship is required.
• Applicants must complete the application, questionnaire, and required online assessment.
• Selective Service registration is required for males born after 12/31/1959.
• A background/security investigation is required.
• Selected applicants must complete online onboarding and provide acceptable identification for pre-employment requirements.
• Participation in the seasonal influenza vaccination program is required for Department of Veterans Affairs Health Care Personnel.
• A one-year probationary period or two-year trial period is required, as applicable.
• For GS-09 qualification through experience: at least one year of specialized experience equivalent to GS-07, including analytical and evaluative methods; relevant laws, regulations, policies, and precedents; organizational issues, goals, objectives, work processes, and administrative operations; detailed program and work-process analysis; and interpersonal skills for presenting staffing recommendations and negotiating solutions.
• For GS-09 qualification through education: a related master's or equivalent graduate degree, two full years of progressively higher-level graduate education leading to such a degree, or a related LL.B. or J.D.
• A combination of qualifying graduate education beyond the first year and specialized experience may satisfy the GS-09 qualification requirements.
• Experience must be documented on the resume with job title, duties, start and end month/year, and hours worked per week.
• Transcripts must be provided when education is used to qualify; foreign education requires a Certificate of Foreign Equivalency.
• Current or former federal employees seeking qualification through time-in-grade must meet the applicable requirement; for GS-09, this includes 52 weeks at GS-07, with supporting SF-50 documentation.

Responsibilities

• Manage and coordinate patient experience, patient-centered care, and customer-satisfaction outcomes and measures for MHS.
• Serve as the primary liaison with the Veteran Experience Committee on customer service and staff satisfaction.
• Develop and manage tools and methods for gathering patient-experience and customer-feedback information.
• Collect and analyze results, interpret findings, and communicate results to clinical and administrative services within MHS.
• Use current research, studies, or benchmarking to resolve system problems relating to MHS program clinical operations.
• Review and validate that productivity data are properly captured and accurate.
• Determine pertinent issues and collect relevant information from various sources to advise management about program and operational effectiveness.
• Develop recommendations and proposals regarding findings and areas for improvement.
• Coordinate with the Supervisory Program Analyst and provide recommendations on applying standards that affect MHS.
• Perform other duties as assigned.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level