This position serves as the Supervisory Program Specialist (Chief Experience Officer, aka as the Veteran Experience Officer) with Patient Advocate and Congressional liaison responsibilities of the Robley Rex VA Medical Center. The position is a direct report to the Executive Director and supports the Executive Leadership Team and their service line and program leaders as solutions to the concerns often cross broad organizational lines.

Duties

Major duties and responsibilities include, but not limited to: The Chief Experience Officer is responsible for developing, implementing, coordinating and evaluating a comprehensive Veteran Experience Program within the Medical Center, primary care clinics, and all other programs. The Veteran Experience Program is designed to ensure that quality healthcare services are provided promptly, courteously, and with compassionate understanding of Veteran, family, and employee needs. Oversees the daily operations of the Veteran Experience Office and personnel to ensure policies, priorities, and Veteran complaint resolution activities are aligned with patient centered care. Analyzes and evaluates, on a quantitative and qualitative basis, the effectiveness of programs and operations in meeting established goals and objectives and provides recommendations for improvements. Monitor and determine patient and customer satisfaction data through various reporting tools, such as SHEP, VSignals, Patient Advocate Tracking and Reporting, and other data tools. Strategically develop, refine, and improve performance metrics and measurement methods using standardized and customized tools to consistently measure results. Develops goals, policies, priorities and plans for the full scope of the Veteran Experience Program. Develops education and training programs for the Patient Advocates and staff throughout the organization on improving the Veteran experience. Applies appropriate program evaluation and measurement techniques in determining the extent of compliance with rules and regulations and/or in measuring and evaluating program accomplishments. Develops and administers a budget dedicated to implementation and maintenance of the Experience Program throughout the health care system. Serves as the Experience Officer Liaison to VISN, VHA, and the Department of Veterans Affairs and collaborates to administer a Veteran-centric Experience Program. Work Schedule: Monday-Friday 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist (Chief Experience Officer)/PD402380 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, 06/13/2024. 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-12 position you must have served 52 weeks at the GS-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: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience supporting the mission, organization, programs and requirements of healthcare delivery systems to plan, organize and implement a program; experience providing patient rights and responsibilities, veterans benefits, clinical appeals process, caregiver appeal process etc.; Demonstrated communication skills necessary to exchange meaningful information among individuals and groups.; experience analyzing problems using qualitative and quantitative analytical techniques.; administration and management skills, with thorough knowledge of agency administrative practices such as correspondence control practices, office processes, regulations and rules.; experience in translating management goals and objectives into well-coordinated and controlled work operations. Comprehensive knowledge and recognition of the different functions and motivation of various groups in the healthcare system and ability to communicate effectively to resolve problems and coordinate programs. Preferred Experience: Experience in Patient Advocacy strongly preferred. You will be rated on the following Competencies for this position: Administration and ManagementCustomer Service (Clerical/Technical)Data ManagementPlanning and Evaluating 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 primarily sedentary, although some slight physical effort may be required such as walking, bending, standing, carrying items such as medical records and assisting personnel in wheelchairs. Most work can be done while seated, at a desk and computer keyboard. Frequent walking may be required for frequent and routine point of care rounding. Incumbent may travel to all sites of care within the RRVAMC for employee education and training programs, as well as employee and community Town Hall meetings. 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 Robley Rex VA Medical Center 800 Zorn Avenue Louisville, KY 40206 US
• Name: Melissa Hupe
• Phone: 910-847-4307
• Email: [email protected]