This position serves as the Veterans Integrated Service Network (VISN) Chief Experience Manager, organizationally reporting to the VISN Chief Operating Officer. This position is located within a Veterans Health Administration (VHA) Veterans Integrated Service Network New York/New Jersey 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

The incumbent will be the VISN's key person to lead efforts of building, sustaining, and implementing Patient Experience 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. They will supervise and collaborate with patient advocates, program coordinators, public affairs officers, and 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. 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 facility 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. Lead, coordinate, and oversee the continuous improvement of patient experience Work with VISN facilities to establish strong commitment and support for improving patient experience Educate VISN facility Patient Experience (PX) Officers in the philosophy and techniques of patient experience improvement Promote a VISN wide approach to patient-centeredness and engagement Engage the workforce to sustain patient experience initiatives Serve as a change agent and work closely with VISN 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 Set objectives and benchmark performance Work Schedule: Monday-Friday 8:00am-4:30pm Compressed/Flexible: 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 - VISN Veterans Experience Manager/PD19854O Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/14/2023. 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 GS12 position you must have served 52 weeks at the GS11. 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 GS11 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 leading efforts of building, sustaining, and implementing Patient Experience practices and environments to promote the culture of positive Patient experiences based on a whole health and Patient centered approach; Demonstrated responsibility of bringing systems together to function seamlessly and promoting a culture that considers the needs of the Patients and staff; Experience identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement; and Experience with supervising and collaborating with patient advocates, program coordinators, public affairs officers, and 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. You will be rated on the following Competencies for this position: Administration and ManagementClient OrientationCreative ThinkingDecision Making 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 VISN facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. 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.

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 Biomed - Syracuse VA Medical Center 800 Irving Ave Syracuse, NY 13210 US
• Name: Tara Lanigan
• Phone: 612-467-6517
• Email: [email protected]