This position serves as the Veteran Experience Officer (VEO), organizationally reporting to the Associate Medical Center Director. This position is located at the Cincinnati, OH VA Medical Center. The primary purpose of the VEO is to complete all functions related to Veteran experience matters, including Veteran experience efforts, policies and activities. The mission of the VHA is to honor America's Veterans by providing exceptional health care that improves their health and well-being.

Duties

The major duties of this position will include: The incumbent will be the facility's key person to lead efforts of building, sustaining, and implementing Veteran experience and employee engagement practices and environments to promote the culture of positive Veteran experiences based on the whole health and patient centered approach. The incumbent will also consider those who support patients such as staff, family, caregivers, and the community. They will be primarily responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. The incumbent will respond to current Veteran experience affairs and proactively plan for a sustainable culture that is patient centric. The incumbent's primary role is to enhance the Veteran experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification, and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences. Direct support is provided to the development, maintenance, and operation of the Veteran experience model at the HCS level. The incumbent is responsible for translating policies, theories, and strategies into action within the complex interrelationships that exist related to the Veteran experience model and customer service programs. The incumbent may develop local policies to support relevant customer satisfaction models. The incumbent has primary responsibility for leading and implementation of the Veteran experience initiatives, including but not limited, for clinicians, management, and support personnel at the local facility to foster the culture centered around the Veteran. The incumbent is responsible for maintaining clear communication at the local facility on Veteran experience efforts, both to communicate relevant Veteran 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. - Lead, coordinate, and manage the continuous improvement of Veteran experience - Work with senior executives to establish strong commitment and support improving Veteran experience - Educate managers and line employees in the philosophy and techniques of Veteran experience improvement - Promote an organization-wide approach to patient-centeredness and engagement - Engage the workforce to sustain Veteran 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 employee engagement and Veteran experience - Develop and articulate an organizational Veteran experience strategy - Facilitate development of detailed work plans related to patient experience - Collaborate with departments and units to operationalize the Veteran experience strategy - Set objectives and benchmark performance The incumbent must have the ability to build a culture of patient-centeredness considering the significance and impact the experience has in overall patient satisfaction and the perspective of the care received. Transformation to a patient centered organizational culture requires a strategic and proactive program manager committed to the consistent nurturing and reinforcement of the program's goals. They will develop and manage programs based on data and analysis collected and representative of the voice of the Veteran, family members, caregivers, survivors, and staff. Some of the data sources include but are not limited to: The Patient Advocate Tracking System (PATS), Veteran Signals, Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experience of Patients (SHEP), and the All-Employee Survey (AES). Navigating multiple data sources is vital for this position and its program development and management. The incumbent will foster clear communication between patient, family members, caregivers, survivors, staff, community members and facility leadership to support positive experiences and a patient-centered culture. Work Schedule: Monday through Friday, 8:00am to 4:30pm Position Description Title/PD#: Health System Specialist (Veteran Experience Officer)/PD920590 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.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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. 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 In-service 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. Grade Level Requirements GS-13. 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: - Lead efforts of building, sustaining, and implementing Veteran experience and employee engagement practices and environments to promote the culture of positive Veteran experiences. - Hold primary responsibility for bringing systems together to function seamlessly, promoting a culture that considers the needs of the patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. - Respond to current Veteran experience affairs and proactively plan for a sustainable culture that is patient centric. - Enhance the Veteran experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification, and correction of system issue. - Provide direct support to the development, maintenance, and operation of the Veteran experience model. There is no educational substitution for the GS-13 grade level. 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.

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.

Contacts

• Address Cincinnati VA Medical Center 3200 Vine Street Cincinnati, OH 45220 US
• Name: Amanda Flores
• Email: [email protected]