Program Analyst

Summary

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.

Duties

• 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. 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 authorized

Qualifications

To 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/.

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.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13057614. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 09/21/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at https://help.usajobs.gov/faq/application/documents/resume/page-limit