This Supervisory Social Worker (Chief, Patient Experience Officer) position is in Associate Director's services at the VA Providence Healthcare Systems, located at the Providence location. This position is a full-time at 40 hours per week.

Duties

The Supervisory Social Worker serves as full time Chief Experience Officer (PXO), and is responsible for management of the Veteran Experience Program at VA Providence Healthcare System, including associated community-based outpatient clinics (CBOCs). The Veteran Experience Program encompasses the Patient Advocate Office and Red Coat Ambassador Voluntary Program, as well as Service Line-level patient advocates throughout the organization. The duties of the position include but are not limited to: Develops a program of initiatives and processes that ensure VA Providence services delight the Veteran. This includes: patient orientation to the medical center health care services, patient-centered care and patient experience, and data collection. Collects and monitors reliable, current data on the satisfaction of Veterans including first-hand patient experience. Monitors and ensures patient satisfaction among Veterans in all aspects of their health care. Develops and monitors specific quality indicators and monitors outcomes in healthcare delivery to Veterans. Provides consultation and technical assistance to medical center staff on Veterans' issues and serves as an advocate for positive, proactive, patient-driven health care. Conducts a gap analysis of Patient Centered Care and applies appropriate standards pf practice in strategic deployment of program objectives and development. Provides leadership and expertise to the Patient Experience Committee. Works as a consultant with staff, managers, and executives ensuring integration and implementation of tools and techniques that support a patient-centered care culture. Ensures policies of the organization are patient-centered. Establishes programs to ensure ongoing training and competency related to patient-centered care. Utilizes various available VHA, VISN databases and software programs to monitor utilization rates and other related data. Coordinates input form providers/staff and works closely with various medical center committees to ensure appropriate products are available, and utilizes specialized expertise, systems theory, and effective communication skills to promote a productive work environment and enhance interdisciplinary collaboration across internal and external programs. Coordinates the provision of patient experience and patient-centered care to all Veterans, plan for the establishment of new specialty or primary programs and the expansion of existing programs to meet the need of Veterans who are currently seeking care within the facility, plus the increasing number expected to do so. Ensures equity of access, service, and benefits to Veterans, and coordinates the provision of positive, proactive, patient-driven health care at the facility. Work Schedule: Monday-Friday; 7:30am-4:00pm Telework: Available (To be determined by Supervisor) Virtual: This is not a virtual position. Functional Statement #: F2024 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Notifications: This position is in the Excepted Service. Veterans' preference does not apply for internal or other current permanent Federal agency employees. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is not a Bargaining Unit position. This position is covered by locality-based comparability pay.

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. Candidates must be proficient in spoken and written English to be appointed as authorized by 38 U.S.C. § 7403(f). Education: Have a master's degree in social work from a school of social work fully accredited by the Council on Social Work Education (CSWE). Graduates of schools of social work that are in candidacy status do not meet this requirement until the School of Social Work is fully accredited. A doctoral degree in social work may not be substituted for the master's degree in social work. Verification of the degree can be made by going to http://www.cswe.org/Accreditation to verify that the social work degree meets the accreditation standards for a masters of social work. Licensure: Persons hired or reassigned to social worker positions in the GS-0185 series in VHA must be licensed or certified by a state to independently practice social work at the master's degree level. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-13 Supervisory Social Worker Experience/Education. One year of experience equivalent to the GS-12 grade level. Experience must demonstrate possession of advanced practice skills in a specialty area or in administration demonstrating progressively more professional competency and judgment. Candidate may have certification or other post-master's degree training from a nationally recognized professional organization or university that includes a defined curriculum/course of study and internship, or equivalent supervised professional experience. Licensure/Certification. Individuals assigned as supervisory social workers must be licensed or certified at the advanced practice level, and must be able to provide supervision for licensure. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a) Ability to independently organize work, set priorities, and meet multiple deadlines. (b) Skill in a range of supervisory duties which includes clinical supervision, consultation, negotiation with other departments and quality improvement. (c) Ability to ensure provision of clinical social work services by supervised social workers. (d) Ability to delegate authority, manage priorities, coordinate work, and follow up on pending issues to complete duties in an accurate and timely fashion. (e) Ability to analyze organizational and operational problems, develop and implement solutions that result in efficient operations, and use data effectively to manage workload, quality, performance, and productivity within the service. (f) Ability to provide staff training and development. References: VA HANDBOOK 5005/120 PART II APPENDIX G39 Physical Requirements: Work is typically performed at the Providence VA Medical Center campus but may be performed in a setting away from the medical center where the environment cannot be controlled, such as meetings/conferences, CBOCs, and at other community agencies. The incumbent must be flexible since to meet program requirements it may be necessary to work irregular tours of duty and to travel, including overnight details as necessary. A variety of interactions with internal and external customers to include but not limited to walking, sitting, standing, and bending. Work may include carrying of light items such as papers, and books. Work may be stressful at times and require conflict resolution capacity related to mental and emotional demands. When in the office, the work is mostly sedentary. Some work (specifically classroom teaching) requires walking, standing and the set-up of media equipment. The work generally does not require any special physical effort.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Providence Healthcare System 830 Chalkstone Avenue Providence, RI 02908 US
• Name: Jennie McGaffigan
• Phone: 781-824-0877
• Email: [email protected]