This position, located at the Oklahoma VA Health Care System, serves as Program Specialist for Veteran Experience at OKCVAHCS and is responsible for the coordination and oversight of the Veteran Experience (VE) Program.

Duties

Major duties of this position include but are not limited to.... Champions support for Veteran engagement efforts to ensure Veteran Engagement is strategically focused on in multiple levels of the organization and across organizational lines Develops and leads engagement initiatives and innovative practices using organizational surveys and healthcare ratings to ultimately respond to the voice of the Veteran Connects Veteran satisfaction data to results and solutions and aims to keep the facility competitive and the choice of the customer with a Veteran focused culture embraced by the employees Establishes plans and policies to ensure the accomplishment of programs and projects within the health care system in an efficient and effective manner Works closely with peers in other Services to meet their needs as internal customers and the needs of external customers Uses management tools such as qualitative and quantitative analysis techniques, human centered design, and High Reliability Organization pillars and oversees the development of evaluation criteria and monitoring mechanisms for programs Defines a project scope and goals through a collaborative process with subject matter experts and leadership at the facility, service line or program, or unit level Leads a multidisciplinary team of subject matter experts, front line staff and leadership through a rigorous and defined project management process utilizing multiple tools from Lean Six Sigma, Lean VATAMCCS and other performance improvement disciplines to further define the current state of the process. Ensures medical center activities, programs, staff education, service and processes are developed utilizing the core components of the VA VE Model. Utilize the Voice of the Veteran and incorporates this feedback into the planning, development and deployment of initiatives and practices Works with Public and Consumer Affairs on design and development of all media related to VE and cultural transformation and communication of new program offerings Serves as a change agent and work closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness. Provides instruction to others on Patient Experience, Customer Experience using Lean Six Sigma or other improvement methodologies, principles and tools through formal classroom instruction or small group mentoring Work Schedule: Monday-Friday, 8:00am-4:30pm 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. An ADHOC telework agreement may be authorized as directed by management. Position Description/PD#: Program Specialist/PD140880 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, 08/24/2023. 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-12 position you must have served 52 weeks at the GS-11 level. 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-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...Thorough knowledge of the mission, organization, and program requirements of healthcare delivery systems, the VA system in general and the local facility in particular to define a project scope and goals through a collaborative process and provide consultation to executive, service line, and program leadership; ability to provide the coordination necessary for an effective, comprehensive, and integrated program which analyzes, evaluates, and makes recommendations to improve the effectiveness of health system delivery systems and operations provided by VHA Veterans Experience Office, VISN, and the Healthcare system; knowledge of hospital operations, policies and procedures as well as VA regulations, policies, and program guidelines to identify projects the improving quality outcomes and maximize return on investment of utilized resources; knowledge of clinical practice guidelines and guidelines designed by healthcare improvement organization to collect, analyze, and present data for performance improvement studies and projects; comprehensive knowledge of healthcare Lean/Systems Redesign utilizing standardized tools, methods, and principles such as Lean and Six Sigma, along with industrial and quality engineering principles and concepts to identify systems design problems, define a project scope and goals through a collaborative process and prepare studies for facility leadership; knowledge regarding high level healthcare operations, front line and service processes, understanding of public affairs and communication from a VA perspective and chains of command, analytic skills to analyze Veteran Experience data, management knowledge, and customer service knowledge, and basic process improvement knowledge; skilled as an excellent communicator which includes the ability to listen well, write with clarity, and speak effectively to small and large groups. The position requires administrative expertise, mature judgment, working knowledge of medical center operations and the myriad of oversight bodies that have a role in regulating the VA. Preferred Experience: One year of Patient Advocate experience; Experienced in Process Improvement/Lean Six Sigma You will be rated on the following Competencies for this position: Analysis and Problem SolvingCreative ThinkingInterpersonal SkillsTeam BuildingVeteran and Customer Focus 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. 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 Oklahoma City VA Health Care System 921 Northeast 13th Street Oklahoma City, OK 73104 US
• Name: Etola Nesbitt
• Phone: 843-789-6036
• Email: [email protected]