The incumbents primary responsibilities include monitoring and coordinating medical center activities to optimize patient experience outcomes, track and trend customer feedback, optimize data collection tools used to measure and monitor patient experience and customer satisfaction and provide clinical and administrative staff with resources and tools necessary in implementing and sustaining processes that foster patient centered care and cultural transformation concepts.

Duties

Knowledge and use of health care delivery systems, Medical Center activities and program management of overall hospital operations and services that drive patient experience and patient-centered outcomes. Develops, manages, and coordinates all aspects of the facility's patient experience, patient centered care, cultural transformation, and customer satisfaction outcomes and measures. Routinely tracks and trend customer feedback, optimize data collection tools used to measure and monitor patient experience and customer satisfaction, collaborating with stakeholders to improve challenged areas with sustainment processes that foster enhanced patient centered care. Communicate effectively with clinical and administrative staff at every level throughout the facility, progressing toward senior leadership at the target level; communication of all patient experience results. Ability to comprehend written standards and policies. Ability to review, comprehend and convey a wide variety of complex information driven by the mission, organization, and activities of a healthcare facility. Incumbent assists in developing both long & short-term plans and policies by coordinating data; functions as a team player to promote outstanding customer service and the maintenance of an ethical and civil environment. Skill in data analysis and development, report generation, making improvement initiatives and negotiation solutions with clinical, administrative services and higher level officials. Responsible for developing tools and methods, manage existing tools and methods, collecting and analyzing results, interpreting results, and communicating results. Serves as facility expert in patient experience and customer satisfaction tools including but not limited to Press Ganey, Veteran Signals, SHEP, secret shopper programs, PATS data managements, comment cards, phone and kiosk surveys and all other reporting tools. Ability to use effective interpersonal skills specifically including listening and communication skills involving Veteran and family stakeholder involvement. Serves as the liaison between Medical Center, patient, staff, stakeholders and community regarding patient experience, patient centered care and cultural transformations within the health care delivery system. Ability to lead diverse teams and work groups communicate effectively in order to gather information, develop and negotiate solutions. Ability to consult, develop, evaluate and train stakeholders on patient experience outcome measures. Work Schedule: 8:00 a.m. to 4:30 p.m. Telework: AD HOC 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#: Customer Service Spec/PD109590 Relocation/Recruitment Incentives: Authorized Permanent Change of Station (PCS): Not Authorize

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 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. 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: Advanced mastery in the following: Use and knowledge of strategic management, organizational principles, qualitative and quantitative methods regarding the management of a health care facility to provide analysis, oversight, direction, development and maintenance in all areas of patient care, patient experience, and customer service; survey design, directing complex studies and conducting focus groups; workload statistics, DSS labor mapping and clinic stop codes; public speaking; developing written materials and presentations (e-mails, letters, white papers, proposals, presentations, action plans, training materials); information management (databases), statistical tools and research methods in support of performance improvement behaviors to promote cultural transformation surrounding patient care and experience; project management; consulting, developing and presenting training to various audiences. Preferred experience as a manager, supervisor or team lead who has planned, assigned and evaluated work for subordinates, gives advice, counsel, or instruction to employees on administrative matters; interviews candidates for recruitment efforts; effects minor disciplinary measures and identifies developmental and training needs of employees. You will be rated on the following Competencies for this position: Communication: Effectively expresses information to multiple audiences through clear, convincing oral and written communications; demonstrates logical thinking when describing facts and concepts, and shapes communications to meet the needs of a specific audience; actively listens to others and demonstrates understanding if their comments and/or questions Computer Skills: Uses computers, software applications, databases, and automated systems to accomplish work. Oral Communication: Expresses information (for example, ideas or facts)l to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Decisiveness: Makes sound and well-informed decisions; perceives the impact and implications of decisions; commits to actions, even in uncertain situations, in order to accomplish organizational goals; causes changes 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 requires the incumbent to frequently conduct meetings and travel to clinics within the facility's catchment area to meet with clinical and administrative staff. The incumbent must have a valid driver's license to visit the multiple sites of the facility and participate in off-site activities, including outreach to a variety of locations. Flexibility is required to accommodate events and activities occurring during other than normal business hours. In addition, incumbent must be able to function in high-pressure environments and effectively address multiple competing priorities, frequently involving difficult problem resolution and dissatisfied customers. Walking, standing, and bending may be required during presentations, and visits, tours, and other off-site events. Enough mobility to stage equipment and other materials is needed. 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 Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Isaiah Jones
• Phone: 210-992-4263
• Email: [email protected]