The Chief Experience Officer creates a Customer Relations unit modeled around a Patient Centered Care philosophy. This office would be responsible for developing, implementing, coordinating, and evaluating a comprehensive Patient/Employee Experience Program for approximately 60,000 patients and over 3500 employees throughout the Health Care System.

Duties

Duties may include, but are not limited to: Provide leadership at the executive level utilizing lean management tools, and has the full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of patient-centered care, patient experience, and employee experience activities, committees and councils and other programs across the health care system. Responsible for supervising administration of the Experience Office, Veteran and Employee Experience Offices, Patient Advocate's Office, Center for Development of Civic Engagement, the Fisher House, and the Public Affairs Office. Provides leadership with authoritative and objectively-based information for making decisions on the programmatic aspects of the patient centered care and the patient experience, and creates an organizational operations and management structure for the HCS to follow. Supervisory responsibilities include: prioritizing organization-wide major work efforts; evaluating the performance of staff; giving advice, counsel, or instruction. Interviews and selects candidates for key positions, including Chiefs of Healthcare System Departments and other positions that are organizationally aligned under this position; hearing and resolving appropriate complaints and grievances; effecting disciplinary measures; identifying and providing for management development and training needs of key staff members. Supervision and oversight of the position requires significant and extensive coordination and integration of a multitude of important organization-wide projects, as well as administrative work at multiple locations. Work Schedule: Monday - Friday 7:30 am - 4:00 pm 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#: Supervisory Health System Specialist (Chief of Experience Office)/PD11414O Relocation/Recruitment Incentives: May be authorized for a highly qualified applicant relocating to the Long Beach, CA commuting area. Permanent Change of Station (PCS): May be authorized for a highly qualified applicant relocating to the Long Beach, CA commuting area. Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/30/2023. 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-14 position you must have served 52 weeks at the GS-13. 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-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying analytic principles, theories, and techniques to healthcare management and operational systems; experience that provides working knowledge of the organization and structure of healthcare delivery systems or managed care networks; experience working with healthcare delivery standards including laws and regulations governing business practices, privacy, research, records management, scheduling, consults, auditing and investigations; identifying and documenting compliance risks; and providing guidance to senior management in reference to compliance. You will be rated on the following Competencies for this position: ComplianceCritical ThinkingLead or SuperviseOrganizational 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: The work is primarily in an office setting. Routine complex problem solving, walking. standing, and presenting are needed to effectively execute the responsibilities of this position. 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 Long Beach VA Medical Center 5901 East Seventh Street Long Beach, CA 90822 US
• Name: Jason Jerome
• Email: [email protected]