Program Analyst IV
Guam
Full Time
Mid Level
Program Analyst IV
ROLE
We need an experienced Program Analyst IV at the Defense Health Agency (DHA). The DHA enables the military health system to provide accessible and effective care to millions of beneficiaries. In this role, you will support the Executive Office at U.S. Naval Hospital Guam by managing and enhancing the Command’s Customer Relations Program, which serves a beneficiary population of over 250,000 across the Pacific Theater. You’ll lead efforts in program coordination, staff training, data tracking, and conflict resolution to strengthen patient satisfaction and communication across the Command. Your work will directly influence healthcare quality, staff engagement, and strategic responsiveness across Navy Medicine. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package. Apply today.
RESPONSIBILITIES
- Coordinate, plan, and organize the Command’s Customer Relations Program and present periodic data
- Manage and implement customer service strategies for all military, civilian, contractor, and government staff
- Lead new staff orientation on customer relations principles and oversee training for departmental representatives
- Administer a customer satisfaction survey program for both staff and beneficiaries
- Perform or delegate administrative tasks that support program implementation and compliance
- Identify and train Department Customer Relations Representatives and provide ongoing guidance
- Draft correspondence in response to customer concerns and recommend resolutions or corrective actions
- Serve as a subject matter expert on customer relations and conflict resolution techniques
- Develop and implement training programs covering etiquette, conflict resolution, and individual responsibilities
- Liaise with Directors, Department Heads, and Division Officers to promote Command-wide customer relations initiatives
- Represent the Command at community and base council meetings and ensure follow-up on customer issues
- Facilitate issue review and resolution by involving appropriate departments and subject matter experts
- Develop and maintain a system for tracking customer relations issues and generating statistical reports
- Maintain the Interactive Customer Evaluation (ICE) system and submit feedback to higher-level dashboards
- Manage a staff satisfaction survey program to identify areas for operational improvement
- Oversee staff recognition programs to promote and reward outstanding customer service
- Provide quarterly program briefings to Executive Leadership and update leadership on individual customer concerns
- Maintain customer relations bulletin boards and related visual displays across the Command
- Coordinate and oversee lectures and seminars based on assessed needs and resource availability
- Participate in the Patient Safety Committee and other assigned Command committees
- Develop and conduct customer relations workshops; recruit and train instructors as needed
- Counsel program participants individually and determine when escalation is appropriate
- Maintain subject-matter competency through continuing education opportunities
REQUIRED QUALIFICATIONS
- Professional knowledge of customer relations programs and customer conflict resolution techniques
- Knowledge of adult education and training techniques, cultural awareness, and customer service dynamics
- Knowledge of individual and group motivational techniques to encourage participation in feedback and issue resolution
- Ability to develop and implement customer relations programs and training curricula
- Minimum of one (1) year of experience in a general medical office environment
- Ability to read, speak, write, and understand English fluently
- Excellent verbal and written communication skills to convey information across a variety of audiences
- Knowledge of the Navy healthcare system and the unique dynamics of military command environments
- Working knowledge of computers, databases, and multimedia equipment
- Proficiency in Microsoft programs and graphics software for database monitoring and training design
- Ability to provide assistance to patients, providers, Commands, and coordinators regarding medical board processes
- Familiarity with medical terminology and coding conventions
- Skill in using office equipment including computer terminals, scanners, printers, fax machines, and email in a data processing environment
- Knowledge of grammar, spelling, punctuation, formatting, and correspondence handling procedures
EDUCATION
- High school graduate or equivalent with courses in office methods and business
LOCATION
- U.S. Naval Hospital, Guam.
CLEARANCE
- U.S. citizenship is required since this role supports the U.S. Federal government
CLIENT
- U.S. Naval Hospital, Guam – Executive Office
TRAVEL
- No travel required
WORK HOURS
- 40 hours per week
- 8 hours per day
EMPLOYMENT CLASSIFICATION
- Employment Classification Eligibility — W2
RELOCATION
- Not eligible for relocation benefits
West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.
Other Considerations: applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.
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