Serve as the Chief, Patient Experience Section and reports directly to the Chief, Organizational Experience Service, Audie L. Murphy VA Hospital, San Antonio TX, performing a variety of management support functions and serving as coordinator for Veteran Experience related activities. The incumbent supervises positions within the Patient Experience Section comprised of permanent interdisciplinary professional level managers as well as other administrative reports.

Duties

Major Duties include but are not limited to: Program oversight of Patient Experience program at STVHCS which includes Patient Advocates Section, Concierge Services Section and Service Recovery Specialist. Incumbent has full supervisory authority as first-line supervisor. As such he/she develop short- and long-range goals and oversee activities to meet the operating goals and objectives of the department. The incumbent is fully accountable for the achievement of assigned goals, objectives and performance measures and budgetary goals set for cost effectiveness of the subordinate programs. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Patient Experience Program for all Veteran enrollees throughout STVHCS. The incumbent will stay on top of current trends and best practices for the refinement, implementation, and adaptation of customer service initiatives. Conduct managerial duties and responsibilities involving decisions which have a direct effect on the organization and its programs. These include, but are not limited to, decisions affecting priorities, funding, overall project objectives, cost reduction, improved effectiveness and efficiency, at times better workload distribution, or implementation of new work methods, nature, scope, quality and/or emphasis on the organization's Patient Experience Program, initiatives, outcomes, and activities. Conduct a variety of special studies, planning studies and analyzes a wide variety of Medical Center management issues. Direct, coordinate, and oversee work of subordinate staff. The incumbent is responsible for leave approval, performance standards and rating, resolving complaints, taking disciplinary actions, and setting short- and long-term performance goals. The incumbent may delegate authority as appropriate and in a manner that will ensure the efficient operation of the service. Meet the needs of customers while supporting VA mission. Work closely with Section managers in establishing priorities for programs, funding, personnel staffing, workforce development and education, safety, security, equipment, supplies, and allocation of resources as needed. Will develop mechanisms to build relationships with patients, including management of complaints and service recovery, resolutions to common complaints, and identification and correction of system issues impacting experience and satisfaction. Will develop organizational goals and objectives for the Patient Experience Program with a plan consistent with a high reliability organization that complements the goals and strategic plan for STVHCS, VISN 17, and VHA. Will be the Organizational Experience Service key person to lead efforts of building, sustaining, and implementing patient experience practices and environments to promote the culture of positive experiences based on a whole health and patient-centered approach. Responsible for bringing systems together to function seamlessly and identifying opportunities to improve experiences and prioritizing and designing action plans for leadership endorsement. Responsible psychologically safe environment where all Veterans, caregivers and family members are encouraged and supported to give honest feedback to allow us to improve their experience. Responsible for effective and economical management of patient experience, patient-centered care, service recovery, and patient advocacy. Exercise sound judgment, develop project-specific objectives, plan project scopes, identify resources required, coordinate with other activities, resolve conflicts that may arise, and successfully complete initiatives. Review of recommendations and decisions are primarily focused on potential influence on broad policy objectives and program goals. Work Schedule: Monday-Friday, 8:00am to 4:30pm Position Description/PD#: Supervisory Program Specialist/PD03913O Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not authorized Permanent Change of Station (PCS): 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, 11/30/2023. 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 and/or education s 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: Knowledge of the management and organizational structure of hospitals and health care institutions. Knowledge of the range of administrative laws, policies, regulations, and precedents applicable to the administration of one or more important public programs. Expertise in a wide variety of computer and data management packages and the ability to develop databases, analytical and graphic reports and other systems and files to effectively document, analyze and present program results. Ability to assume responsibility and provide direction in all Patient Experience programs as demonstrated by successful experience in which the candidate had significant or primary responsibility. Experience applying a wide range of methods and principles used to gather, analyze, and evaluate information concerning patient experience and customer satisfaction and to make decisions or recommendations. Ability to work effectively and maintain positive relations with staff at all levels of the organization, Federal, State, private institutions, and the general public. Ability to develop, direct, coordinate, and supervise a wide variety of administrative and technical activities, personnel management, development, education, and training needs, and to provide leadership, support, and resources to staff to enable them to carry out the organizational mission. Ability to design work processes and systems that are responsive to customers. You will be rated on the following Competencies for this position: Administration and Management Decision Making Leadership Communications 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 sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds." 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 Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]