This position serves as a Chief Patient Experience Officer ( PXO), organizationally reporting to the Deputy Medical Center Director. The incumbent is responsible for all functions related to Patient experience matters including Patient experience efforts, policies and activities which may be developed at the National, VISN, and HCS levels.

Duties

Lead, coordinate, and manage the continuous improvement of patient experience Work with senior executives to establish strong commitment and support for improving patient experience Educate managers and line employees in the philosophy and techniques of patient experience improvement Promote an organization-wide approach to patient-centeredness and engagement Engage the workforce to sustain patient 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 patient engagement and patient experience Develop and articulate an organizational patient experience strategy Facilitate development of detailed work plans related to patient experience Collaborate with departments and units to operationalize the patient experience strategy Set objectives and benchmark performance Lead, coordinate, and manage the continuous improvement of patient experience Work with senior executives to establish strong commitment and support for improving patient experience Educate managers and line employees in the philosophy and techniques of patient experience improvement Promote an organization-wide approach to patient-centeredness and engagement Engage the workforce to sustain patient 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 patient engagement and patient experience Develop and articulate an organizational patient experience strategy Facilitate development of detailed work plans related to patient experience Collaborate with departments and units to operationalize the patient experience strategy Set objectives and benchmark performance Work Schedule: 8am- 4:30pm, Monday-Friday Virtual: This is not a virtual position. Recruitment or Relocation Incentive: Approved Position Description/PD#: Supervisory Health System Specialist/PD37102O Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/13/2024. 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 as 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: : 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. You will be rated on the following Competencies for this position: Analytical ReasoningCommunicationEducation and TrainingLead or SupervisePerformance ManagementProblem Solving 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. 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 requirement.

Contacts

• Address VA NY Harbor Healthcare System 423 East 23rd Street New York, NY 10010 US
• Name: Shalonda Hinds
• Phone: 518-225-6701
• Email: [email protected]