Program Analyst IV

Agana Heights, Guam

Full Time

Department of Defense (DoD)

Mid Level

ROLE
We are seeking an experienced Program Analyst IV to support the U.S. Naval Hospital Guam under the Defense Health Agency (DHA) in Agana Heights, Guam. This is a United States-based position that requires U.S. Citizenship. Your responsibilities will include coordinating, planning, and managing the Command’s Customer Relations Program while providing training and support to department representatives, responding to customer issues, and presenting program data to leadership.

This is a full-time opportunity in which we'll provide competitive pay, comprehensive benefits, and job stability and security.

Apply today!

RESPONSIBILITIES
I. Program Oversight

Coordinate the Command's Customer Relations Program and present periodic data to leadership
Plan and organize program components that promote efficient and courteous customer service
Manage the customer satisfaction program for all military, civilian, contract, and Government staff
Collaborate with Department Heads to designate and support Customer Relations Representatives
Maintain liaison with Directors, Department Heads, and Division Officers to shape local initiatives
Serve as the Command Customer Relations Representative at area Command, Base Community Council, and Town Hall meetings
Communicate customer feedback from external forums back to Command leadership
Contribute to other committees as designated by the Executive Officer
Monitor and fulfill administrative and material needs to sustain program delivery

II. Training & Education

Oversee Command Orientation to introduce new staff to the Customer Relations Program
Deliver targeted training to department representatives on program execution, data collection, and conflict resolution
Serve as a subject matter expert on conflict resolution and customer engagement strategies
Implement a Command-wide training program covering phone etiquette, conflict resolution, and role awareness
Prepare, edit, or procure training materials for department-level instruction
Plan and deliver customer relations seminars or workshops for department representatives
Serve as a trainer or recruit, train, and supervise qualified instructors
Evaluate and revise the customer relations curriculum based on program needs
Organize and lead educational programs such as lectures and seminars based on staff needs assessments

III. Customer Support

Provide training and guidance to department representatives on handling customer issues
Develop written responses to customer concerns and recommend appropriate corrective actions
Involve subject matter experts and department representatives in resolving complex customer issues
Teach and counsel staff participants individually, escalating cases to the Command Customer Relations Representative when appropriate
Brief the Commanding Officer and Executive Officer on individual customer concerns during bi-monthly or ad hoc meetings

IV. Data & Reporting

Establish a systematic approach for identifying and addressing recurring customer concerns
Create and manage a data tracking system at bothdepartment and Command levels to monitor trends and inform corrective actions
Maintain the Interactive Customer Evaluation (ICE) system for local patient feedback
Provide updates to the Command through the Bureau of Medicine and Surgery (BUMED) Patient Satisfaction Survey site
Launch and sustain a staff satisfaction survey to improve productivity, efficiency, and morale
Administer the staff recognition program to acknowledge excellent customer service
Compile and present quarterly reports to the Executive Steering Council on customer relations outcomes

V. Committee Work

Participate on the Patient Safety Committee as the customer relations representative to address safety concerns and National Patient Safety Goals
Represent the Command in other forums as assigned by the Executive Officer

VI. Compliance & Development

Ensure completion of administrative tasks to support program implementation through direct action or supervision
Attend continuing education programs, seminars, and conferences to maintain subject matter competency

REQUIRED KNOWLEDGE & SKILLS

Knowledge of customer relations programs and customer conflict resolution techniques
Demonstrated ability in the area of customer relations
Knowledge and ability to develop and implement customer relations programs
Knowledge of motivational techniques to encourage participation in feedback and issue resolution
Knowledge of adult education and training techniques, and cultural knowledge
Excellent verbal and written communication
Ability to read, speak, write, and understand the English language fluently
Knowledge of the Navy Health Care System, the unique military environment, and the relationship between Military Commands
Knowledge in correspondence handling procedures
Knowledge of grammar, spelling, punctuation, and formats
Ability to assist patients, providers, commands, and coordinators by responding to in-person, written, or phone inquiries
Knowledge of computers, databases, and multimedia equipment
Skill in using office equipment and email for word processing and data entry
Highly proficient typing skills

REQUIRED EXPERIENCE

Minimum of one (1) year of experience in a general medical office environment
Experience with Microsoft programs
Experience with database management tools for monitoring activities
Experience using graphics software to design audio-visual training aids
Experience in the use of medical terminology and coding
Experience as a qualified typist is required

EDUCATION

High school diploma or equivalent required
Bachelor’s degree in a related field preferred

LOCATION

Agana Heights, Guam (GU) 96910

TELEWORK

Telework may be authorized

CLEARANCE

U.S. citizenship is required as it supports the U.S. federal government

CLIENT

U.S. Department of Defense

TRAVEL

Travel may be required

WORK HOURS

40 hours
8 hours a day
5 days a week

EMPLOYMENT CLASSIFICATION

Employment Classification Eligibility — Nonexempt

RELOCATION

Not eligible for relocation benefits

******************

KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

Other Considerations. Applicants will be subject to a background investigation. The 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 100% of the time; frequently required to move about to access file cabinets and use office equipment such as personal computer, 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 100% of the time.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

What's your citizenship / employment eligibility?*

What's your highest level of education completed?*

College or University

GPA*

Are you 18 years of age or older?*

LinkedIn Profile URL:

Desired salary*

Earliest start date?*

Can you work weekends?*

Can you work evenings?*

Can you work overtime?*

In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*

150

Are you a US citizen? This role requires citizenship since it supports the federal government.*

Are you willing to undergo a background check in accordance with federal laws/regulations?*

This position is subject to federal drug-free workplace requirements. Are you able to comply with federal regulations regarding prohibited substances regardless of state law?*

Do you have a high school diploma or equivalent?*

Do you have one (1) year of experience in a general medical office environment?*

Do you have experience with Microsoft Programs?*

Do you have experience using database management tools to monitor activities?*

Years of experience using database management tools to monitor activities?*

Do you have experience using graphics software to design audio-visual training aids?*

Years of experience using graphics software to design audio-visual training aids?*

Do you have experience working with medical terminology and coding?*

Years of experience working with medical terminology and coding?*

Do you have experience applying office methods and business English in a professional setting*

Years of experience applying office methods and business English in a professional setting?*

Do you have knowledge of customer relations programs and conflict resolution techniques?*

Years of experience using knowledge of customer relations programs and conflict resolution techniques?*

Do you have experience in customer relations?*

Years of experience in customer relations?*

Do you have knowledge and ability to develop and implement customer relations programs?*

Do you have knowledge of motivational techniques that promote participation in feedback and issue resolution?*

Years of experience using knowledge of motivational techniques that promote participation in feedback and issue resolution?*

Do you have knowledge of adult education techniques and cultural awareness in a training environment?*

Years of experience using knowledge of adult education techniques and cultural awareness in a training environment?*

Do you have the ability to read, speak, write, and understand English fluently?*

Do you have knowledge of the Navy Health Care System and the military command structure?*

Do you have knowledge of correspondence handling procedures?*

Do you have knowledge of grammar, spelling, punctuation, and formatting standards?*

Do you have the ability to assist patients, providers, commands, and coordinators through in-person, written, or phone inquiries?*

Years of experience assisting patients, providers, commands, and coordinators through in-person, written, or phone inquiries?*

Do you have knowledge of computers, databases, and multimedia equipment?*

Years of experience with computers, databases, and multimedia equipment?*

Do you have experience using office equipment and email for word processing and data entry?*

Years of experience using office equipment and email for word processing and data entry?*

Do you have typing skills at a highly proficient level?*

How many miles is your commute to Agana Heights, Guam (GU) 96910?*

What is the minimum salary you require to accept this job?*

What’s the minimum hourly wage you need to accept this job?*

What is your target salary for this job?*

What's the earliest date you can start work?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

Program Analyst IV

Apply for this position