This position serves as a Patient Experience Officer (PXO), organizationally reporting to the Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) 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

Lead, coordinate, and monitor 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 and service recovery. Promote an organization-wide approach to patient-centeredness and engagement. Engage the workforce to sustain patient experience initiatives. Serve as a change agent and 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 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. Executes general knowledge of VHA operations, medical terminology, data sources, processes and procedures. Develop and manage programs based on data and analysis collected and representative of the voice of the Veteran, family members, caregivers, survivors and staff. Addressing training needs and seeking tools to support the efforts to develop, build, implement and manage programs to support a culture centered around the Patient and respect to employee needs to support such a culture. Work with patient advocates, program coordinators, supervisors, service chiefs and others to plan programs and tools as well as the implementation and evaluation of those efforts for reactive and proactive service recovery needs and to support a general culture of patient-centeredness. Effectively manages the facility's Patient Experience program which may encompass other services such as transportation, customer service and patient advocacy. Performs other duties as assigned. Work Schedule: Monday through Friday 8:00am- 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Health System Specialist - Patient Experience Officer/PD25314O

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/05/2023. 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. 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. Individual Occupational Requirements Undergraduate and Graduate Education: Major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. or Specialized Experience (for positions above GS-5): 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. Special Provision for Inservice Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included: Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. You may qualify based on your experience and/or education 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: Advanced knowledge and understanding of the principles of organizational change management. Expertise in applying analytical and evaluation methods and techniques to patient experience issues. Interpersonal skills in presenting recommendations, articulating decisions, and negotiating solutions to disputed recommendations and service recovery techniques. Knowledge of health care system operations and interdependencies of various departments. Ability to embrace and adapt to change, as well as cultivate partnerships to build consensus. You will be rated on the following Competencies for this position: Analytical ThinkingCreative ThinkingLeadershipVeteran 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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 Northport VA Medical Center 79 Middleville Road Building 200 Northport, NY 11768 US
• Name: Alicia Franklin
• Phone: 716-393-8342
• Email: [email protected]