Program Analyst - Sr. Healthcare Customer Satisfaction
JOB TITLE: Program Analyst Sr. Healthcare Customer SatisfactionPROJECT OVERVIEW: 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. JOB DESCRIPTION AND RESPONSIBILITIES: 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 SKILLS AND QUALIFICATIONS: US 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.DESIRED SKILLS AND 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 activitiesWORK LOCATION: Reston, VA (HQ) TRAVEL: 10%WBB is a technical and management consulting company that provides innovative products and services that solve government and commercial customers toughest problems. For more than 30 years, WBB has set the standard for excellence in consulting services, while providing its employees with an outstanding work environment with ample opportunities for growth and success. WBB continues to enjoy impressive growth, which is directly attributed to the companys hiring practice of always hiring the very best professionals from government, military and industry.We are proud of our diverse environment and are an Equal Opportunity Employer. WBB is committed to a policy of equal employment opportunity. WBB participates in E-Verify. WBB does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of WBB and WBB will not be obligated to pay a placement fee.