The primary purpose of the Program Management Officer is to serve as the Veteran Experience Officer, for VA Central California Health Care System, and is responsible for all functions related to Patient experience, Patient Centered Care and matters including Patient experience efforts, policies and activities which may be developed at the National, VISN and Medical Center levels.

Duties

Major duties include: Responsible for Veteran experience, Patient Centered initiatives including development and implementation as well as ensuring the employee understanding and ownership of the Patient experience focused culture. Serves as a liaison to other sources of the Patient experience and Patient Centered Care models at multiple levels in the organization, including the VA Veterans Experience Office, Office of Patient Centered Care, Office of Patient Advocacy, etc., to ensure the local facility has the support needed to provide consistent, positive Patient experiences. Supports Veteran experience efforts to ensure Veteran Experience is strategically focused at multiple levels of the organization and across organizational lines. Develops and leads experience initiatives and innovative practices using organizational surveys and healthcare ratings to ultimately respond to the voice of the Veteran. Connects Patient satisfaction data to results and solutions and aims to keep their facility competitive and the choice of the customer with a Patient focused culture embraced by the employees. Responsible for the enhancement, analysis and improvement of operational procedures and policy decisions related to Veteran Experience to include standardization, implementation, and sustainment of key operational/business processes through an in-depth analysis of in-house and non-VA Patient Experience models. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Full-time, Monday - Friday, 7:30am - 4:00pm Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Health System Specialist (Patient Experience Officer)/PD006960 and PD02106-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not 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, 08/07/2023. 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-11 position you must have served 52 weeks at the GS-09. For a GS-12 position you must have served 52 weeks at the GS-11. 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. Individual Occupational Requirements Undergraduate and Graduate Education: Major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. or Specialized Experience Progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following: Missions, organizations, programs, and requirements of health care delivery systems; Regulations and standards of various regulatory and credentialing groups; and Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. Special Provision for Inservice Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included: Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. You may qualify based on your experience and/or education as described below: GS-11 Minimum Qualifications: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience evaluating the need for different and new programs; Interpersonal skills in presenting recommendations, articulating decisions, and negotiating solutions to disputed recommendations and service recovery techniques; and Knowledge of health care system operations and interdependencies of various departments. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree OR three (3) full years of progressively higher level graduate education leading to such a degree in the related field of the position to be filled (i.e., hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration). The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond a master's degree. GS-12 Minimum Qualifications: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience performing vital work in key functions such as the compliance program, correspondence management, data validation, strategic planning and other administrative support service activities for a health care system; Expertise in applying analytical and evaluation methods and techniques to patient experience issues; Evaluates the need for different and new programs; Interpersonal skills in presenting recommendations, articulating decisions, and negotiating solutions to disputed recommendations and service recovery techniques; and Knowledge of health care system operations and interdependencies of various departments. NOTE: 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. You will be rated on the following Competencies for this position: Customer ServiceData ManagementEducation and TrainingInterpersonal SkillsLeadershipSelf-ManagementStrategic Thinking 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: The regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. Work is typically performed in an adequately lighted and climate controlled office within the VA Medical Center with Veterans, family members and staff. Visits are necessary to in-patient units, clinics and other areas of the Medical Center. 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Fresno VA Medical Center 2615 East Clinton Avenue Fresno, CA 93703 US
• Name: Dana Mitchell
• Phone: (415) 221-4810 X25781
• Email: [email protected]