The Phoenix VA Health Care System is currently recruiting one Health Systems Specialist (Patient Experience Officer) in Phoenix, Arizona. The incumbent will be responsible for Patient experience, Employee Engagement, Whole Health/Patient Centered initiatives including development and implementation as well as ensuring the employee understanding and ownership of the Patient experience focused culture.

Duties

Major duties include but are not limited to the following: Enhance the Patient's experiences and employee engagement through proactive approaches based on; satisfaction/experience data; resolutions to common complaints; identification/correction of system issues impacting the experience and satisfaction, education of staff regarding efforts/strategies; and/or application of data to identify trends/patterns that negatively impact the experiences. Maintain clear communication at the local facility on Patient experience efforts, both to communicate relevant Patient experience information and lessons learned which have potential spread impact and to gain insight of opportunities for the local facility to improve or sustain positive practices. Utilize the principles of and have experience with organizational change management. Demonstrate the Culture of patient centered approaches considering the impact of the experience plays a significant role in overall Patient satisfaction and can impact the perspective of the care received. Work closely with facility services and programs by reviewing, assessing, making recommendations on policy and/or procedures to foster positive experiences across the facility. Provide clear communication between Patient, caregivers, staff, and facility leadership to support positive experiences and/or a culture centered around the Patient. Demonstrate leadership, experience, creative approaches to managing practices to support positive Patient experiences at multiple levels of the local facility and in support of other services e.g. community clinics, home health, etc. and/or supports organizational customer service needs. Develop strategic plans and ensure directives are met in preparing annual and cyclic planning documents regarding the Patient experience program. Resolve problems, expediate services, or implement necessary actions and efforts within established policies and/or where appropriate, through committee participation. Monitor and analyze changes in Patient experience and satisfaction services as required. Investigate/analyze adverse quality trends or conditions and initiate corrective action to consider for existing efforts and/or new efforts to support the implementation of the Patient Experience Program. Design and implement studies, training programs and organizational strategies for identifying opportunities to improve customer service and Patient experience process quality. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm. Virtual: This is not a virtual position. Position Description/PD#: Health Systems Specialist (Patient Experience Officer)/PD12425O Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/06/2023. 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: Patient focused culture by improving experiences, practicing Patient experience, guiding service recovery and organizational change management. You will be rated on the following Competencies for this position: Change ManagementCommunicationOrganizational StewardshipProblem Solving 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. Work is typically performed in an adequately lighted and climate-controlled office within the VA Medical Center with Veterans, family members and staff. Visits are necessary to in-patient units, clinics and other areas of the Medical Center. 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 Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: Roberto Mejia
• Email: [email protected]