Program Specialist

About the role

The primary purpose of this position is to evaluate the productivity, effectiveness, and efficiency of program operations, as well as to analyze and resolve issues related to staffing and the performance of administrative support activities. The role involves developing and applying criteria to assess and forecast progress toward achieving programmatic or organizational goals and objectives.

Responsibilities

• Develops and maintains high CBOC customer satisfaction levels by ensuring performance meets or exceeds expectations.
• Works closely with healthcare team members, point of service contacts, and patient advocates to ensure services are easily obtained, meet customer requirements, and quickly resolve department internal and external short-term & long-term problems.
• Conducts Environment of Care (EOC) rounds and identifies systemic difficulties in resolving to maintain standards with the Joint Commission.
• Oversees internal space alignments for services within the CBOC and works closely with the Facilities Strategy team for external moves to and from the CBOC. Creates maximum efficiency in building operations via data collection and space alignment.
• Primary contact for the building's lessor, engineering, and janitorial services.
• Serves as the lead for work orders for building-wide issues. Primary lead for event coordination within the facility and works closely with the Public Affairs Office for coordination.
• Studies, analyzes, and evaluates customers' needs and develops and implements programs and specific solutions to meet those needs.
• Determines information requirements for improving customer service responsiveness.
• Develops program guidance, motivational materials, and information to facilitate participation in program initiatives. Provides advisory services to Clinical and Non-Clinical service lines for building operations and flow.
• Reviews data from numerous feedback mechanisms, performs studies, summarizes information, identifies trends, and proposes and implements solutions. Prepares and completes required reports.
• Develops new information materials for CBOC facility customers, and services. Increases communication with the target audience. Conducts workshops, seminars, and other meetings with different staff members at different levels to explain and improve customer service.
• Presents ideas in new ways, increasing understanding of CBOC customer service standards, programs, and policies and reducing opposition or indifference to program objectives. Makes on-the-spot presentations and conducts focus groups to achieve a more balanced perspective among current and potential customers.
• The supervisor directs the various committees and is the Person of Contact (POC) for CBOC activities. Evaluates, processes, or makes recommendations for effective changes to CBOC Operations.
• Plans, conducts, and/or manages special projects or studies to analyze, evaluate, and provide recommendations on administrative programs or issues. Researches and analyzes problems, issues, or program requirements.
• Researches and analyzes unstable or uncommon administrative issues. Determines pertinent issues and collects relevant information from a wide variety of sources.
• Reviews information and applies standard analytical techniques. Develops recommendations, taking into account unanticipated changes and unusual factors.
• Performs other duties as assigned.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/15/2026.
• Specialized Experience: Applicants must possess at least one (1) year of specialized experience equivalent to the GS-11 level in the Federal service. This experience must have equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position.
• Experience managing projects and developing programs with responsibility for data collection, management, and reporting and experience developing policies, reports and correspondence.