This Supervisory Customer Service Specialist position is located in the office of the Director, at Spokane VA Medical Center, Spokane, Washington. The primary purpose of this position is to serve as a program manager for the Patient Centered Culture Program and improvement actions at the medical center. The incumbent also works in collaboration with the VISN 20 Patient Centered Culture Program Manager in the refinement.

Duties

Lead and act as a catalyst in promoting a patient centered V20 culture. Lead and supervise Patient Advocate staff; set and adjust short and long-term priorities; plan work to be accomplished; assess staffing needs; ensure positions are appropriately manned to cover all program functions. Develop and communicate performance standards to staff; provide staff feedback on performance informally, on a regular basis; complete and communicate performance appraisals, measured against performance standards, at the end of the appraisal cycle. Provide advice, counsel, and instruction to staff on work and administrative matters. Identify developmental and training needs of staff; provide or arrange for needed development and training. Advocate to leadership and/or program officials for training resources. Hear and resolve issues and complaints from staff, refer grievances and more serious unresolved complaints to higher-level officials as needed. Effect minor disciplinary measures. Recommend more serious disciplinary actions to higher level supervisor. Interview and select candidates for vacancies, promotions, details and reassignments. Apply EEO and merit promotion principles and requirements to all personnel management actions and decisions to ensure that all personnel are treated in a manner that is free of discrimination. Develop actions for improving customer satisfaction based on review of the Patient Advocate, Tracking System, National Survey Results (SHEP), Community Survey results, Internal Survey results, and Focus Groups. Plans, accomplishes, and manages special projects to facilitate a better patient centered cultured program at all VISN 20 facilities. Tracks and interprets customer data to identify trends in problem areas and make recommendations regarding methods, practices, and procedures to address problem resolution. Design and conduct actions and initiatives incorporating measurable results to be used to address complex patient centered cultured issues. Work with senior leaders, employee and patient care leaders and educators to ensure a consistent and robust positive customer service culture is maintained at the VAMC. Work closely with specific groups of staff and/or departments to guide them and ensure alignment and progression of program objectives. Provide expert advice to Medical Center Leadership, Patient Representatives, Facility Committees, and Front-Line Staff in effective ways that improve customer satisfaction. Responsible for working with VA employees at all levels within the VAMC including VISN level. Incumbent works with key medical center staff in the timely identification and resolution of system problems that impede internal and external customer service. Communicate effectively and work with multiple work groups to facilitate the Patient Satisfaction Initiatives approved by the Medical Center Director. Design, implement, and facilitate training and educational programs for employees with the intent to facilitate improved communication. Provide coordination between VISN centered culture program manager and the VAMC program. Work Schedule: Monday-Friday, 7:30am-4:00pm Telework: 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. Position Description/PD#: Supervisory Customer Service Specialist/PD705940 Financial Disclosure Report: Not required.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 11/13/2023. 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: Specialized experience must demonstrate conducting studies of customer data to track and identify trends relating to problem areas in the delivery of services or administrative processes to develop and implement modified methods, practices, or procedures of the clinical or business processes by addressing and resolving problems that improve customer satisfaction. (resume must support the experience claimed. We cannot assume experience, so be clear and thorough in describing experience and include start/end dates; hours worked per week; for federal jobs, include Pay Plan-series-grade-step) Note: Education cannot substitute for experience at this grade level. You will be rated on the following Competencies for this position: Analysis and Problem SolvingCommunicationInfluencing/NegotiatingLeadership 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 is primarily sedentary, although some slight physical effort may be required including movement throughout the medical center. Physical effort may include the lifting and carrying of light items 15 pounds or under such as books, binders and reports. Work is typically performed in an adequately lighted and climate-controlled office. Occasional travel may be 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

There is no educational substitution at this grade level.

Contacts

• Address Mann-Grandstaff Department of Veterans Affairs Medical Center 4815 North Assembly Street Spokane, WA 99205 US
• Name: Danielle Callinder
• Phone: 253-582-8440 X75465
• Email: [email protected]