Position is in the VISN 4 Quality and Patient Safety Service. Responsible for all functions related to patient experience matters including Patient experience efforts, policies and activities which may be developed at the National, VISN and Medical Center levels. The incumbent will be responsible for patient experience, Patient Centered initiatives including development and implementation as well as ensuring the employee understanding and ownership of the Patient experience focused culture.

Duties

Major duties include, but may not be limited to: 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. Functions as the VISN's lead and coordinator of its Patient Experience Program and interacts with staff at multiple levels to address experience and satisfaction matters. Serves in the role of VISN Patient Advocate Coordinator. Responsible to be proactive and strategic in building a culture of patient centered approaches plays a significant role in overall Patient satisfaction and can impact the perspective of the care received. Collaborates with the National Veterans Experience Office to develop and manage programs based on data that represents the voice of the Veteran and staff. Participates in leadership meetings and efforts to include Joint Commission, SOARs, audits, etc. to take lead on patient experience matters and attempts to interlace patient experience in common practices. Develops strategic plans and ensuring directives are met in preparing annual and cyclic planning documents regarding the Patient experience program. Consultants with VISN leadership in the planning, development, implementation, and operation of programs involving customer service, service recovery and Patient experience. Collects and analyzes information/data from numerous feedback mechanisms, perform studies, summarize information, identify trends and proposes and implements solutions. Prepares required reports in support of relevant program planning. Participate in research around the efficacy of current existing systems and processes identified in impacting the Patient experience for considering or designing/planning opportunities to improve the experience. Establishes criteria for internal reviews and application of information received. Incumbent monitors and analyzes changes in patient experience and satisfaction services or those that impact such for program implementation. Conducts workshops, seminars, and other meetings with various levels of staff to explain and/or improve the Patient Experience. Designs and implements studies, training programs and organizational strategies for identifying opportunities to improve Patient experience process quality. Performs other duties as assigned. 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#: Patient Representative/PD023240 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, applicants must meet all requirements by the closing date of this announcement, 12/16/2024. 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: Preferred Experience: Experience working within a patient experience or advocacy role and/or overseeing experience/advocacy activities; CPHQ certification; program oversight experience and/or supervisory experience. 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: Patient experience and employee engagement practices and environments, translate policies, and strategies related to the patient experience model, identify priority areas, develop goals, plan improvements and measure effectiveness, perform studies and provide advice to managers in identifying areas with improvement in impact on experience. You will be rated on the following Competencies for this position: Administration and ManagementCommunications and MediaCreative ThinkingCustomer ServiceLeadershipPlanning 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 regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to VISN facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. 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/. 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 VISN 4 1010 Delafield Road Pittsburgh, PA 15215 US
• Name: Tawana McKinney
• Phone: 937-516-0843
• Email: [email protected]