Program Specialist

Summary

This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), at the Durham VA Medical Center (DVAMC) in Durham, North Carolina, within the Office of Executive Director. The primary purpose of this position is to enhance the patient experience program.

Duties

• Duties include, but are not limited to: Reviews information to detect omissions or inconsistencies, ensuring data entry is always complete and accurate. Provides supervisors and leaders with resources and re-training opportunities, based on facility scores, staff observations, practices, and patient issues. Providing administrative support and developing instructional training informed by Veteran Signals and SHEP results. Responsible for entering patient complaints and compliments into Patient Advocate data entry systems -such as the Patient Advocate Tracking System (PATS). Reviews patient records and discusses clinical or administrative practices with staff when issues affecting patients' rights, comfort, or dignity are identified. This position maintains records of all patient inquiries and produces categorized reports to track and analyze trends, identifying opportunities for healthcare improvement. Develops and provides in-service education to raise staff awareness of patients' perspectives on the healthcare experience, creating instructional guidance based on survey findings to address and resolve trending issues. Interfaces with other medical center personnel-including Prisoner of War (POW) and Women Veterans Coordinators-to resolve problems, assist with program planning, and identify areas for improvement. Recommends changes to the Chief of Customer Service or the Patient Centered Care Steering Committee to reduce or eliminate adverse conditions. Gathers surveys, organizes the resulting data and statistical outcomes, performs basic analysis on Medical Center Veteran Signals and SHEP scores, and generates various reports to highlight trends. Prepares reports, establishes procedures for incoming data, organizes and maintains data, and assists in planning, reviewing, and reporting statistical results of program studies, as well as preparing program presentations and other instructional materials. 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 7:00am-4:30pm Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD50313A and PD50314A 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, 09/24/2026. 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-7 position you must have served 52 weeks at the GS-5. The grade may have been in any occupation, but must have been held in the Federal service. For a GS-9 position you must have served 52 weeks at the GS-7. 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-7: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: thorough knowledge of federal laws, including the Privacy Act, Freedom of Information Act, and Advance Directives Act, as well as Department of Veterans Affairs (VA) regulations and directives governing medical benefits for veterans. effectively answers questions and explains benefits to patients, their families, or their representatives, while consistently meeting the standards of the Joint Commission (JCAHO) and any other regulatory bodies governing the Veterans Health Administration (VHA). NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed one (1) full year of graduate level education that demonstrates the knowledge, skills, and abilities necessary to do the work of the position. OR, A bachelor's degree with Superior Academic Achievement (SAA). To qualify for SAA, applicants must have completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled. SAA is based on (1) Class Standing - Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR. (2) Grade-Point Average (G.P.A.) - Applicants must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. OR (3) Honor Society Membership - Applicants may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/). Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond a bachelor's degree to qualify for the GS-7 level. 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: I have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service, that is directly related to the work of the position and has equipped me with the particular knowledge, skills and abilities to successfully perform the duties as a Program Specialist. Qualifying specialized experience includes knowledge of medical terminology and VA nomenclature used in administrative, diagnostic, and treatment procedures, review and interpret information accurately within patient records. use of personal computers, a wide variety of software packages-including Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)-to extract data and produce documents, spreadsheets, and reports. Familiar with Medical Center operations and the structure of specific treatment teams and can recognize discrepancies or inconsistencies in information provided by staff, patients, or patients' families. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must possess a master's or equivalent graduate degree from an accredited college or university; OR, two (2) full years of progressively higher-level graduate education leading to such a degree; OR, and LL.B or JD., if related. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. Only education in excess of the first year (18 semester hours) may be used to qualify applicants for the GS-09 level. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Preferred Experience: Strong customer service skills, strong data analysis skills, experience in PATS-R and SHEP applications, has worked with Patient Advocates in the past. 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.. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: This position requires limited physical demands including walking, lifting light weight items such as books and paper, typing, filing, and using the computer. The majority of the work is performed in a sedentary environment. 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/13055063. 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, 09/24/2026. 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