This position is the Veteran Experience Officer at VA Tennessee Valley Healthcare System (VA TVHS). The Veteran Experience Officer will work directly with the Executive Team and Leaders across the Healthcare System to assess and communicate performance and to create change at all levels of the organization. This position will be responsible for the patient experience and patient advocacy program. This position will also be accountable to supporting and managing the organizational needs.

Duties

This position will be responsible for the patient experience and patient advocacy program. This position will also be accountable to supporting and managing the organizational needs, as well as the design, implementation and evaluation of programs that facilitate the professional development and continuous learning of all team members. Tasked with translating the concepts of service excellence, patient experience, employee experience and patient relations into actionable behaviors, this individual will take a culture aimed at clinical excellence into the ever evolving world of patient & family centered care. Duties include, but are not limited to: Develops of Veteran experience program. Collaborates with VA customers (employees, stakeholders, Veterans and guests) for patient experience plan implementation Implements activities for Veteran experience strategic plan Supervises patient advocate office. Strategizes implementation of enhancing Veteran experience with senior leadership. Creates action plans from customer feedback data Serves as a subject matter expert consultant to executive leadership regarding customer service subjects. Educates and trains stakeholders Chair or represents Veteran experience at stakeholder meetings, boards, committees or councils. Functions as a Contracting Officers Representative. Work Schedule: Monday - Friday | 7:30-4:00 PM CST Telework: Ad hoc Virtual: This is not a virtual position. Position Description/PD#: Supervisory Health System Specialist (Veteran Experience Officer)/PD708240 Financial Disclosure Report: Not Required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/14/2024. Individual Occupational Requirement: Positions in the occupational series 0671 MUST meet one of the following bullet points: INDVIDUAL OCCUPATIONAL REQUIREMENT: 1. 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 Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. OR 2. Education: Undergraduate or graduate education with a major study in hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration.NOTE: CANDIDATES USING EDUCATION TO MEET THE INDIVIDUAL OCCUPATIONAL REQUIREMENT MUST SUBMIT AN UNOFFICIAL TRANSCRIPT OF CONFERRED DEGREE BY THE ANNOUNCEMENT CLOSING. LATE SUBMISSIONS WILL NOT BE ACCEPTED. OR Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included: Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. In addition to the Individual Occupational Requirement, you must also meet the Time-in-Grade Requirements and Specialized Experience below. 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. Examples of appropriate SF-50s include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50s at the highest grade held with an effective date more than one year old. Award 50s do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. GS-13 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. Qualifying specialized experience is defined as experience gained working as a Health Systems Specialist, Administrative Officer, Medical Information Supervisor, Patient Advocate Supervisor, or other work which involves managing a variety of veterans support services in a multifaceted facility: Evaluating and recommending solutions to measure, evaluate, and improve the effectiveness and efficiency of key medical center operations that have (or may have) a significant impact of the patient experience. Providing briefings or presentations to executive leadership, service chiefs, and front-line employees. Serving as a change agent and working closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness. Collecting, analyzing, and trending data. Developing/implementing policies and procedures. Conducting evaluations and assessment of results. ***PLEASE 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. Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, i.e., the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed under SPECIALIZED EXPERIENCE (Qualifications section). Please use as much detail as needed, giving dates (months and years) of the experience, position title, and how the experience was gained. This information is needed to determine if you are qualified for the position. You will be rated on the following Competencies for this position: CommunicationsEducation and TrainingFinancial ManagementLeadershipVeteran and Customer FocusExperience 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: 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. 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 Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Lisa Purnell
• Phone: 312-569-8095
• Email: [email protected]