Job opening: Health System Specialist (Chief Patient Experience Officer)
Salary: $109 732 - 142 650 per year
Published at: Aug 11 2023
Employment Type: Full-time
This position is located in the Patient Experience Office at Edward Hines, Jr. Hospital, a Level 1A complexity VHA facility.
OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?
The purpose of the Supervisory Health System Specialist is to be responsible for all functions related to patient experience matters including patient experience efforts, policies and activities which may be developed at the National, VISN and VAMC levels. They are responsible for patient experience, employee engagement, patient centered models of care initiatives, including development and implementation as well as ensuring the employee understanding of the Patient experience focused culture. It serves as a conduit and subject matter expert to other sources of the patient experience and patient centered models of care at multiple levels in the organization, including the VA Veterans Experience Office, Office of Patient Centered Care, Office of Patient Advocacy, and the Fisher House, to ensure the health care system has the support needed to provide consistent, positive patient experiences. In addition, the incumbent has full delegated supervisor responsibility for the Patient Experience Office.
The incumbent will be the facility'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.
The incumbent's primary role is to enhance the patient experiences through proactive approaches based on satisfaction and experience data, resolutions to complaints, identification/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 and developing policies, theories and strategies into action within the complex interrelationships that exist related to the Patient Experience Model and customer service programs. They are 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.
This position serves as Chief of the Patient Experience Office to support organizational needs for improving experiences, practicing Patient experience, and guiding service recovery. The incumbent will champion support for Patient experience efforts to ensure patient experience is strategically focused at multiple levels of the organization. The position develops experience initiatives and innovative practices using organizational surveys and healthcare ratings to ultimately respond to the voice of the Veteran. This position connects patient satisfaction data to results and solutions and aim to keep their facility competitive and the choice of the customer with a patient focused culture embraced by the employees.
Key Duties are as follows:
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
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 the patient experience
Develop and articulate an organizational patient experience strategy
Develop detailed work plans related to patient experience
Collaborate with departments and units to operationalize the patient experience strategy
Understand the principles of and have experience with organizational change management
Recognize that Patient experience encompasses quality, safety, and service encounters and sustained improvement.
Other duties as applicable
Work Schedule: Monday - Friday, 8:00am - 4:30pm
Telework: Ad Hoc only
Position Description/PD#: Health System Specialist (Chief Patient Experience Officer)/PD21205O
Recruitment Incentive: May be authorized for highly qualified candidates
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- 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
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/21/2023.
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.
BASIC REQUIREMENTS: You must have one of the following:
- EDUCATION: Undergraduate or Graduate Education with a major study in hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. OR,
- 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.
GS-13 GRADE REQUIREMENTS:
You must have one full year of specialized experience equivalent to at least the next lower grade (GS-12) that equipped you with the knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the duties of this position. Examples of Specialized experience are: Knowledge of analytical and evaluative methods plus a thorough understanding of how regulatory or enforcement programs are administered. Ability to select and apply appropriate program evaluation and measurement techniques in determining the extent of compliance with rules and regulations issue by the agency or in measuring and evaluating program accomplishments. Knowledge and understanding of management principles, practices, methods and techniques and skills in integrating management plans into the general management of hospital operations. Knowledge of the missions, organizations, programs and requirements of health care delivery systems in general, and the VA system in particular. Knowledge of management analysis, resource management, human resources management, and program analysis methods. Knowledge of employee development and training principles, concepts, techniques and guidelines, and a thorough understanding of management objectives and hospital administration systems. Knowledge of government-wide, agency and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. Skill in application of fact finding and investigative techniques; oral and written communications' and development of presentations and reports. Skill in supervision of managing a workforce of subordinates to accomplish the work required to operate multiple significant programs and organizational functions.
You will be rated on the following Competencies for this position:
CommunicationsLeadershipOrganizational Performance Analysis
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: Office as well as fieldwork required. The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending, and carrying of light items like papers, manuals, files, or books. No special physical demands are required to perform the work.
Working Conditions: The work environment involves everyday risks or discomforts and requires normal safety precautions typical of such places as meeting and training rooms, libraries, or commercial vehicles. The work area is adequately lighted, heated, and ventilated with office equipment adequately spaced to ensure comfort and work compatibility with fellow employees when necessary work will be performed throughout the hospital.
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/.
There is no educational substitution at this grade level.
A transcript must be submitted with your application if you are basing all or part of your basic qualifications on education.
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
- Address Edward Hines Junior Hospital
5000 South 5th Avenue
Hines, IL 60141
- Name: Vanessa Houliston
- Phone: 725-210-2766
- Email: [email protected]