Serves as the Chief Experience Officer, reporting to the Executive Director. Responsible for all functions related to the Patient and Employee experience efforts, policies and activities, which may be developed at the National, VISN and Health Care System levels. Responsible for patient and employee experience and employee engagement, patient-centered models of care initiatives and development and implementation of the patient experience-focused culture.

Duties

A Recruitment/Relocation Incentive may be authorized for a highly qualified individual. Duties include, but are not limited to: Leading efforts of building, sustaining and implementing Patient Experience and Employee Experience/Engagement practices and environments to promote the culture of positive experiences based on a whole health and Patient-centered approach. Primarily responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the Patients and employees Identifying opportunities to improve experiences and prioritizing and designing action plans for leadership endorsement Responding to current Patient Experience affairs and proactively planning for a sustainable culture that is Patient centric while incorporating appropriate Employee Engagement (EE) drivers to increase positive employee participation Primary role is to enhance the Patient and Employee 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 HCS level, as well as inclusion of EE drivers, I-DEA and AES metrics. 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 Developing local policies to support relevant customer satisfaction models, employee experience and engagement initiatives, etc Leading, coordinating and managing the continuous improvement of patient and employee experience and engagement Working with senior executives to establish strong commitment and support for improving patient and employee experience and engagement Educating managers and line employees in the philosophy and techniques of patient and employee experience improvement Promoting an organization-wide approach to patient-centeredness and engagement Promoting and educating as it relates to employee experience and engagement with appropriate EE drivers Engaging the workforce to sustain patient experience initiatives Serving as a change agent and working closely with HCS leaders in identifying priority areas Developing goals, planning improvement and measuring effectiveness Serving as the subject matter expert on established and evolving best practices related to patient/employee engagement and patient/employee experience Performing other duties as assigned Work Schedule: Fulltime, Monday thru Friday 8:00 a.m. to 4:45 p.m. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist (Experience Officer) - RECRUITMENT INCENTIVE/PDHA756-00491-0 Relocation/Recruitment Incentives: May be authorized for a highly qualified individual Financial Disclosure Report: Not required Not a Bargaining Unit position

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/25/2023. 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. 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-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: directly overseeing and supporting the day to day operations for multiple programs; preparing and monitoring performance evaluations and performance plans; developing and maintaining effective relationships with others; effectively dealing with individuals who are difficult, hostile, or distressed; relating well to people from varied backgrounds and different situations and targeting actions based on results, surveys and direct patient input data. You will be rated on the following Competencies for this position: Conflict management Customer service Leadership Communication Performance management Analytical 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 work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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 El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]