This position serves as the Chief Patient Experience Officer (PXO), organizationally reporting to the Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at the Department of Veterans Affairs (VA). The mission of the VHA is to honor America's Veterans by providing exceptional health care that improves their health and well-being.

Duties

Major duties include, but are not limited to: 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 will also consider those who support Patients such as staff, family, caregivers, and the community. They will be primarily responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the Patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. The incumbent will respond to current Patient Experience affairs and proactively plan for a sustainable culture that is Patient centric. 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. Direct support is provided to the development, maintenance and operation of the Patient Experience model at the healthcare system level. 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. The incumbent-has primary responsibility for leading and implementation of the Patient Experience initiatives, including but not limited, for clinicians, management, and support personnel at the local facility to foster the culture centered around the Patient. The incumbent is responsible for maintaining clear communication at the local facility on Patient experience efforts, both to communicate relevant Patient experience information and lessons learned which have potential spread impact and to gain insight of opportunities for the local facility to improve or sustain positive practices. Work Schedule: Monday - Friday Compressed/Flexible: May be authorized, upon supervisor's approval Telework: Adhoc only Virtual: This is not a virtual position. Position Description/PD#: Supervisory Health System Specialist/PD18655-A Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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-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. GS-13 -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: - Lead, coordinate, and manage the continuous improvement of patient experience - Work 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 - Promote an organization-wide approach to patient-centeredness and engagement - Engage the workforce to sustain patient experience initiatives - Serve as a change agent and work closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness - Serve as the subject matter expert on established and evolving best practices related to patient engagement and patient experience - Develop and articulate an organizational patient experience strategy - Facilitate development of detailed work plans related to patient experience - Collaborate with departments and units to operationalize the patient experience strategy You will be rated on the following Competencies for this position: Problem Solving Conflict Management Organizational Awareness Customer Service 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: Work is moderately sedentary, although considerably variable. It requires a fair amount of standing, sometimes for long periods, walking, climbing stairs, and bending. Work may require some heavy to moderate lifting, transporting of materials, equipment and supplies for special events and other programs. Due to the diverse nature and scope of the work, it may require occasionally working in extreme temperatures (hot or cold).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 VA Eastern Kansas Health Care System 2200 SW Gage Blvd Topeka, KS 66622 US
• Name: Cindy Bruns
• Phone: 775-326-5760
• Email: [email protected]