This position serves as the Chief Patient Experience Officer (PXO), reporting to the Medical Center Director and is located at the Iowa City VA Healthcare System. The mission of the VHA is to honor America's Veterans by providing exceptional health care that improves their health and well-being. Responsible for all functions related to Veteran patient experience matters including Patient experience efforts, policies and activities which may be developed at the National, VISN and HCS levels.

Duties

The duties of this position include, but are not limited to the following: Lead efforts of building, sustaining, and implementing Patient Experience and working alongside Education, Employee Engagement practices and environments to promote the culture of positive Patient experiences based on a whole health and Patient centered approach. Responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the Patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. Enhance the Patient experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences. Responsible for translating policies, theories and strategies into action within the complex interrelationships that exist related to the Patient Experience model and customer service programs. Develop and manage programs based on data and analysis collected and representative of the voice of the Veteran, family members, caregivers, survivors and staff. 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. Fully engage with staff to support ownership of Patient experience at all levels of the local organization and assist committees and program offices in efforts to develop and manage supportive programs. Responsible for developing strategic plans and ensuring directives are met in preparing annual and cyclic planning documents regarding the Patient experience program.-Communicates pertinent information to appropriate parties concisely, accurately, and timely. Responsible for developing strategic plans and ensuring directives are met in preparing annual and cyclic planning documents regarding the Patient experience program. Investigates and analyzes adverse quality trends or conditions and initiates corrective action to consider for existing efforts and new efforts to support the implementation of the Patient Experience Program. Work Schedule: Monday - Friday 7:30am - 4:00pm 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 Ad hoc telework only. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Manager/PD504670 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Bargaining Unit: This position is not covered under a bargaining unit. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/12/2024. 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. 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: knowledge of data resources; understanding of the principles of organizational change management; applying analytical and evaluation methods and techniques to patient experience issues; interpersonal skills in presenting recommendations, articulating decisions, and negotiating solutions to disputed recommendations; knowledge of health care system operations and interdependencies of various departments; ability to embrace and adapt to change, as well as cultivate partnerships to build consensus. You will be rated on the following Competencies for this position: Decision MakingOral CommunicationPlanning and EvaluatingStrategic Thinking 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Physical Demands: The regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. Work Environment: Work is typically performed in an adequately lighted and climate-controlled office within the VA HCS with Veterans, family members and staff. Visits are necessary to in-patient units, clinics and other areas of the HCS. 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 education substitution at the GS-13 grade level.

Contacts

• Address Iowa City VA Health Care System 601 Highway 6 West Iowa City, IA 52246 US
• Name: Kenneth Kelly
• Phone: 701-232-3241 X3683
• Email: [email protected]