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. Position Description Title/PD#: Health Systems Specialist (Patient Experience Officer)/PD12425O 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. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

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. GS-13 grade level: One year of specialized experience (equivalent to the GS-12 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 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. 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

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]