The VA Northeast Ohio Healthcare System is recruiting for a Supervisory Program Specialist to serve as a Patient Experience Officer (PXO). The Supervisory Program Specialist will function in the Employee Patient Experience Service (EPES).

Duties

The Supervisory Program Specialist duties include, but are not limited to: Provides technical and administrative supervision to Patient Advocates, Patient Experience Liaison-Lead, and Patient Experience Liaisons. Oversees the Patient Advocate Tracking System (PATS-R) for service recovery and trends. Interviews candidates for positions in the unit. Recommends appointments, promotions, and reassignments to unit positions. Identifies and provides training needs and finds ways to improve production or increase the quality of work within the area of authority. Carries out Equal Opportunity policies and program activities. Provides curriculum development, orientation and continued training to the staff of the Patient Experience Program. Ensures data on patient satisfaction is compiled and recorded for reporting and evaluative purposes regularly. Gathers and organizes narrative and statistical information using established methods, techniques, and precedents such as questionnaires, interviews, review of databases, and comparisons of past, present, and related program functions. Maintains and presents weekly, monthly, quarterly, bi­annual, and annual data to Executive Management to show the overall effectiveness and efficiency of the Patient Experience Program. Works with upper level management to include Deputy Director; Associate Director; Associate Director of Patient Care Services; Chief of Staff; Chief, Facilities; Chief, Nutrition and Food; and Chief, Environmental Management Service to ensure patient care concerns are addressed expediently. Possesses a comprehensive understanding of various health care services in order to serve the patients and their families. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Work Schedule: Monday-Friday; 8:00am-4:30pm 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#: Supervisory Program Specialist/PD927380 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, you must meet the following requirements within 15 calendar days of the closing date listed on the announcement: 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. Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service. Applicants who were previously selected under a Competitive Delegating Examining Office (DEO) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. 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: modifying, revising, or implementing procedures to improve the effectiveness and efficiency of program operations; responding to patient complaints ranging from common to complex, ensuring that data on patient complaints and complaint resolution is compiled and recorded for reporting and evaluative purposes; entering data into the Patient Advocate Tracking System (PATS-R); identifying trends and preparing and presenting trend analysis to Executive Management; making workload and staffing recommendations to Executive Management based on data collected to ensure a continuity of services; providing advice, counsel, and instruction to employees on both work and administrative matters; maintaining knowledge of federal laws governing eligibility and benefits for veterans and their families. You will be rated on the following Competencies for this position: Accountability Conflict Management Data Management Leadership Information Management Teambuilding 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 includes walking, standing, bending, carrying of light items such as medical records, and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly exposed to high levels of stress. This position demands emotional stability, as the PAS is deeply involved with many seriously ill, dying patients and their families. 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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Ron Smith
• Phone: 216-217-4583
• Email: [email protected]