Program Analyst

Program Analyst

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#: PD07998A and PD10248A

Relocation/Recruitment Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Permanent Change of Station (PCS): Not authorized