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) located in Muskogee, Oklahoma. The mission of the VHA is to honor America's Veterans by providing exceptional health care that improves their health and well-being.

Duties

Major duties and responsibilities include: Coordinates ongoing data collection and performs analysis to determine optimal organizational performance. Responsible for the continuous evaluation of program efforts, impact and effectiveness. Data sources such as the Patient Advocate Tracking System (PATS), Medallia, Strategic Analytics for Improvement and Learning (SAIL), and Survey of Healthcare Experience of Patients (SHEP) are vital resources may be utilized to determine the effectiveness of efforts. Investigates and analyzes adverse quality trends or conditions and initiates corrective action to consider for existing efforts and new efforts to support the implementation of the Patient Experience Program. Responsible for bringing systems and process together to function seamlessly, promoting a culture that considers the needs of many key stakeholders, identifying opportunities to improve experiences, prioritizing and designing action plans for leadership endorsement. Trains users in resolving minor processing and equipment problems. Plans, develops, implements and evaluates the productivity, effectiveness and efficiency of the Veteran Experience Program operations and assists others to resolve problems impacting Veteran experiences. Ability to independently sets priorities and goals that meet deadlines both internal to the department and external. Ability to work without supervision in an organized and effective manner, organizing projects and assignments in order to ensure completion in a timely manner. Assesses individual needs to determine appropriate level of menu access for staff, Regional Office employees, and employees from VISN VA facilities. Works with services and programs including patient advocates and program/service managers which provides a channel of feedback from patients seeking solutions to problems, concerns, and unmet needs. Develops and/or assists with communication and awareness for Patients to understand their rights and processes for sharing feedback. Seeks opportunities to support the removal of barriers for the delivery of optimum experiences with VA healthcare. Uses MS Word or comparable word processing software to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text; formatting letters, reports and memoranda; and transmitting and receiving e-mail. Prepares and/or reviews reports involving trend analyses and follows-up in areas of the facility's Patient Experience Program. Uses the Veterans Health Information & Technology Architecture (VistA) and CPRS to access information in the Medical Center Computer System. Responsible for Patient experience, Employee Engagement, and patient-centered models of care initiatives, including development and implementation as well as ensuring the employee understanding and ownership of the patient experience focused culture. Knowledge of the duties, priorities, commitments, policies and program goals sufficient to perform non-routine assignments across the station. Be the facility's key person to lead efforts of building, sustaining, and implementing Patient Experience and Employee Engagement practices and environments to promote the culture of positive Patient experiences using a patient centered approach. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: AD-hoc Virtual: This is not a virtual position. Position Description/PD#: Health System Specialist/PD140690 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2023. 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. 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: Responsible for Patient experience, Employee Engagement, and patient-centered models of care initiatives, including development and implementation as well as ensuring the employee understanding and ownership of the patient experience focused culture. The position serves as a conduit and subject-matter expert to other sources of the Patient experience and Patient centered models of care at multiple levels in the organization, to include but not limited to the VA Veterans Experience Office, Office of Patient Centered Care, Office of Patient Advocacy, etc., to ensure the local facility has the support needed to provide consistent, positive patient experiences. You will be rated on the following Competencies for this position: Analysis and Problem SolvingCommunicationsComputer SkillsDatabase Management SystemsEducation and TrainingInterpersonal Skills 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 Environment: 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 inpatient 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 Jack C Montgomery VA Medical Center 1011 Honor Heights Drive Muskogee, OK 74401 US
• Name: Kenneth Meech
• Phone: 918-577-4753
• Email: [email protected]