The position serves as Chief of Veterans Experience and provides oversight and management for Patient Experience, Patient Advocacy, MyHealtheVet and Welcome Center services within the health care system and ensures that issues raised by Veterans, their families and/or representatives are adequately addressed. He/she develops and disseminates management reports, provides veterans experience oversight; and oversees development and maintenance of office training and performance measures.

Duties

MAJOR DUTIES AND RESPONSIBILITIES Patient Advocate Office Operations and Management: Responsible for planning and organizing the Patient Advocate Program, coordinating with the staff and management personnel, and conducting all phases of the program requirements. Informs Executive Leadership of potentially controversial findings, issues, or problems with widespread impact. Develops policies and procedures for program operation and prepares reports and statistics for facility, VISN, and national use. Fosters clear communication between patient, family members, caregivers, survivors, staff, community members and facility leadership to support positive experiences and a patient-centered culture. Administers information and analytical systems to evaluate and enhance the quality of services provided to Veterans, presenting concerns related to their health care received at the VASNHS located in Southern Nevada, and six community-based outpatient clinics (CBOC). Serves as the lead source to ensure difficult patient advocacy cases, ranging from phone calls and any correspondence regarding highly visible and complex patient concerns, issues, and contacts for the Facility to document and provide proper investigation and resolution. Responsible for supporting proactive patient experience training and initiatives which may include Own the Moment, patient centered care training, customer service training, New Employee Orientation, New Patient Orientation, and supervisory training on the topic of Patient Experience and associated initiatives. Supervision and Oversight and Patient Advocate Duties Provides technical and administrative supervision Oversees the daily operation of the unit; plans and assigns work to be accomplished by subordinates; ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. Gives advice, counsel, and instruction to employees on both work and administrative matters. Acknowledges and resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher-level supervisor or manager; effects minor disciplinary measures such as warnings and reprimands and recommends action in more serious cases. Interviews candidates for positions in the unit; recommends appointments, promotions, and reassignments to unit positions; identifies and provides for training needs; and finds ways to improve production or increase the quality of work within the area of authority. Carries out Equal Employment Opportunity policies and program activities. Committee and Liaison Responsibilities Leads or participates in various committees (Strategic Analytics for Improvement and Learning SAIL, Organizational Veteran Health Council, Patient Experience Committee, VISN 21 Patient Experience Committee, and others as applicable) and provides data related to patient satisfaction utilizing various modes and applications. Compares data from various data sources, such as Survey of Healthcare Experiences for Patients (SHEP), Patient Advocate Tracking System (PATS-R), AVA, WECARE Rounding, and V-Signals. Shares data results with appropriate members of the staff for the purpose of improving patient outcomes and works with stakeholders to develop and implement action plans to improve performance. Makes recommendations to various governing bodies related to the continuum of patient care of difficult patients and collaborates with the clinicians involved to optimize the care for the patient. Performs other related duties as assigned. Work Schedule: Monday thru Friday 7:30 am to 4:00pm PST Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative (Chief of Veterans Experience)/PD045460 Relocation/Recruitment Incentives: May be authorized Financial Disclosure Report: Not required **RELOCATION/RECRUITMENT INCENTIVE MAY BE AUTHORIZED FOR HIGHLY QUALIFIED CANDIDATES**

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/22/2024. 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 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: Develops and disseminates management reports, oversees development and maintenance of office training and performance measures, Provides program direction and guidance to subordinate staff, effectively delegating authority and responsibility needed to carry out assigned tasks, Fosters clear communication between patient, family members, caregivers, survivors, staff, community members and facility leadership to support positive experiences and a patient-centered culture, Provides technical and administrative supervision, gives advice, counsel, and instruction to employees on both work and administrative matters. Preferred Experience: Leadership/supervisory/management experience working within patient experience, patient advocacy or other VA/VHA patient-centered care position. In-depth knowledge of Department of Veterans Affairs missions, goals, objectives, regulations, directives, procedures and policies. You will be rated on the following Competencies for this position Interpersonal EffectivenessLeadershipManages and Organizes InformationVeteran and Customer Focus 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: Includes walking, standing, bending, carrying of light items such as medical/administrative documents and occasionally assisting with a wheelchair. In some instances, relationships with Veterans can become intense and the incumbent may be placed in a position of stress. This position demands emotional stability. 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 Las Vegas VA Medical Center 6900 North Pecos Road North Las Vegas, NV 89086 US
• Name: Diana Avila-Linaja
• Phone: 650-694-6000 X15130
• Email: [email protected]