This position serves as the Chief, Veteran and Employee Experience Officer (V&EEO), organizationally reporting to the Deputy Executive Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at the Department of Veterans Affairs (VA). A Recruitment/Relocation Incentive may be authorized for a Highly Qualified Individual.

Duties

Major duties include but not limited to the following: The incumbent will be the facility's key person to lead efforts of building, sustaining, and implementing Patient Experience and Employee Engagement practices and environments to promote the culture of positive Patient experiences based on a whole health and Patient centered approach. The incumbent's primary role is to enhance the Patient experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences. The incumbent is responsible for translating policies, theories, and strategies into action within the complex interrelationships that exist related to the Patient Experience model and customer service programs. The incumbent may develop local policies to support relevant customer satisfaction models. Serves as supervisor of patient advocates and other staff and collaborate with public affairs office, voluntary services, clinicians, and quality data staff to track and trend data, understand systems, and synthesize all relevant resources to turn data into information that describes the overall needs of the facility and supports action plans, tools, and programs that will be evaluated for impact and effectiveness. Leading, coordinating, and overseeing the continuous improvement of patient experience. Collaborate with departments and units to operationalize the patient experience strategy. Develop and manage programs based on data and analysis collected and representative of the voice of the Veteran, family members, caregivers, survivors, and staff. Some of the data sources include but are not limited to: The Patient Advocate Tracking System (PATS), Veteran Signals (V-Signal), Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experience of Patients (SHEP), Press Gainey and the All-Employee Survey (AES). The incumbent functions as Supervisory Program Specialist under the direction of the Deputy Executive Medical Center Director. The individual must demonstrate leadership, experience, and creative approaches to managing practices to support positive Patient experiences at multiple levels of the local facility and in support of other services such as community clinics, home health, etc. The incumbent oversees the daily operation of the unit, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. The incumbent gives advice, counsel, and instruction to employees on both work and administrative matters. Work Schedule: Monday - Friday 0730 a.m. - 4:00 p.m. or 0800 a.m. - 4:30 p.m. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist - Recruitment/Relocation Incentive/PD00492O Relocation/Recruitment Incentives: Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/04/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-13 position you must have served 52 weeks at the GS-12. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Ability to build a culture of patient-centeredness considering the significance and impact the experience has in overall Patient satisfaction and the perspective of the care received; Working with senior executives to establish strong commitment and support for improving patient experience, educate managers and line employees in the philosophy and techniques of patient experience improvement; Oversee the daily operations of the unit, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. You will be rated on the following Competencies for this position: Customer Service Technical Competence Communication Conflict Management Analysis and Problem Solving Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Light carrying, under 15 pounds; Walking (up to 2 hours); Standing (up to 2 hours); Hearing (aid permitted); Specific hearing requirements; Bending and Stooping. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]