The purpose of the position is to plan, coordinate, execute, and evaluate a comprehensive medical facility customer service program to ensure that a smooth flow of quality health care services are provided promptly and courteously.

Duties

Major Duties: Develops and maintains high CBOC customer satisfaction levels by ensuring performance meets or exceeds expectations. Work closely with healthcare team members, point of service contacts, and patient advocates to ensure services are easily obtained, meet customer requirements, and quickly resolve department internal and external short-term & long-term problems. Conducts Environment of Care (EOC) rounds and identifies systemic difficulties in resolving to maintain standards with the Joint Commission. Oversee internal space alignments for services within the CBOC and work closely with the Facilities Strategy team for external moves to and from the CBOC. Create maximum efficiency in building operations via data collection and space alignment. Primary contact for the building's lessor, engineering, and janitorial services. Serves as the lead for work orders for building-wide issues. Primary lead for event coordination within the facility and works closely with the Public Affairs Office for coordination. Studies, analyzes, and evaluates customers' needs and develops and implements programs and specific solutions to meet those needs. Determines information requirements for improving customer service responsiveness. Develop program guidance, motivational materials, and information to facilitate participation in program initiatives. Provides advisory services to Clinical and Non-Clinical service lines for building operations and flow. Review data from numerous feedback mechanisms, perform studies, summarize information, identify trends, and propose and implement solutions. Prepares and completes required reports. Develops new information materials for CBOC facility customers, and services. Increase communication with the target audience. Conduct workshops, seminars, and other meetings with different staff members at different levels to explain and improve customer service. Presents ideas in new ways, increasing understanding of CBOC customer service standards, programs, and policies and reducing opposition or indifference to program objectives. Makes on-the-spot presentations and conducts focus groups to achieve a more balanced perspective among current and potential customers. Implements mechanisms to evaluate the impact of informational materials and training. The supervisor directs the various committees and is the Person of Contact (POC) for CBOC activities. Evaluate, process, or make recommendations for effective changes to CBOC Operations. Plans, conducts, and/or manages special projects or studies to analyze, evaluate, and provide recommendations on administrative programs or issues. Researches and analyzes problems, issues, or program requirements. Researches and analyzes unstable or uncommon administrative issues. Determines pertinent issues and collects relevant information from a wide variety of sources. Reviews information and applies standard analytical techniques. Develop recommendations, taking into account unanticipated changes and unusual factors. Work Schedule: Monday-Friday, 0730-1600 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. Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD145380 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved 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, 04/03/2024. 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-11/12 position you must have served 52 weeks at the GS-9/11. 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: GS-11 Specialized Experience: Applicants must possess at least one (1) year of specialized experience equivalent to the GS-9 level in the Federal service. This experience must have equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position. Specialized Experience: Experience managing projects and developing programs with responsibility for data collection, management, and reporting and experience developing policies, reports and correspondence. GS-12 Specialized Experience: Applicants must possess at least one (1) year of specialized experience equivalent to the GS-11 level in the Federal service. This experience must have equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position. Specialized Experience: Experience managing projects and developing programs with responsibility for data collection, management, and reporting and experience developing policies, reports and correspondence. You will be rated on the following Competencies for this position: Manages Human ResourcesPlanning and EvaluatingProject ManagementTechnical Competence 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 performed in a typical office setting, possibly shared office. The office will be within the physical structure of the hospital or one of its surrounding structures as well as Community Based Outpatient Clinics (CBOCs). The work area is usually adequately lighted, heated, and ventilated. This position is eligible for telework. 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 Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: Ricky Clark
• Phone: 319-509-6482
• Email: [email protected]