Whitney, Bradley and Brown

Job Description:

JOB TITLE: Program Analyst – Sr. Healthcare Customer Satisfaction


The Veterans Health Administration (VHA) Product Effectiveness (PE) program performs measurement assessments and analyses on selected health care programs, products, and processes to ensure they are effective, meet the needs of VHA stakeholders, and provide business value to VHA. PE measurement assessments encompass services provided by four domains known as functional review, Customer Satisfaction Measurement Services (CSMS), lessons learned, and Benefits Realization Measurement Services (BRMS). BRMS uses metrics to evaluate whether a program is achieving intended benefits, CSMS uses surveys and interviews to capture user input and perception, Functional Review (FR) evaluates system requirements and workflows, and Lessons Learned (LL) captures findings and recommendations from project rollout.


Work with a cross-functional team engaged in performing customer satisfaction and other business value measurement assessments for VA projects.
Conduct research to identify related information from other VA and industry healthcare projects. Assist in conducting surveys, face-to-face or virtual interviews, discussions, and customer satisfaction data collection activities with VA project team members and stakeholders.
Analyze data from databases, interviews, surveys, reports, or other sources to identify findings, themes, and trends.
Write assessment reports and prepare presentations.
Provide project management support for projects, including developing and tracking project schedules, using SharePoint for document management, and entering reports and data into databases.
Participate in internal team efforts to continuously improve processes and procedures.

Required Qualifications:


U.S. Citizen
BA or BS degree
Ability to obtain and maintain a VA security clearance
Effective in working with minimal direction
Strong writing skills and experience in technical writing
8 years relevant experience
5 years healthcare experience
3 years experience in assessment of customer satisfaction or business value
Knowledge of the measurement or assessment of healthcare, health informatics, or electronic health records / clinical information systems
Experience developing, administering, and analyzing surveys and collecting customer satisfaction data, including development of survey questions
Experience performing analysis, including use of statistics software
Experience performing Project Management support, such as developing and tracking schedules and performing document control
Strong written and oral communication skills, and demonstrated proficiency in Microsoft Office suite of products.

Preferred Qualifications:


Experience in navigating large complex organizations
Experience with the Department of Veterans Affairs or Department of Health & Human Services
Knowledge of PMBOK processes and artifacts
Knowledge of OMB survey requirements
Knowledge of process improvement methodologies, such as Lean Six Sigma
Experience managing a project or team
Knowledge of federal government acquisition, program management, and project lifecycle activities



Apply Online: http://www.Click2apply.net/wc64cv7dggspx49s