The New Mexico VA Health Care System is currently recruiting one Health Systems Specialist (Patient Experience Officer) in Albuquerque, New Mexico. The incumbent will be responsible for Patient experience, Employee Engagement, Whole Health/Patient Centered initiatives including development and implementation as well as ensuring the employee understanding and ownership of the Patient experience focused culture.

Duties

Enhance the Patient's experiences and employee engagement through proactive approaches based on; satisfaction/experience data; resolutions to common complaints; identification/correction of system issues impacting the experience and satisfaction, education of staff regarding efforts/strategies; and/or application of data to identify trends/patterns that negatively impact the experiences. Maintain clear communication at the local facility on Patient experience efforts, both to communicate relevant Patient experience information and lessons learned which have potential spread impact and to gain insight of opportunities for the local facility to improve or sustain positive practices. Utilize the principles of and have experience with organizational change management. Demonstrate the Culture of patient centered approaches considering the impact of the experience plays a significant role in overall Patient satisfaction and can impact the perspective of the care received. Work closely with facility services and programs by reviewing, assessing, making recommendations on policy and/or procedures to foster positive experiences across the facility. Provide clear communication between Patient, caregivers, staff, and facility leadership to support positive experiences and/or a culture centered around the Patient. Demonstrate leadership, experience, creative approaches to managing practices to support positive Patient experiences at multiple levels of the local facility and in support of other services e.g. community clinics, home health, etc. and/or supports organizational customer service needs. Develop strategic plans and ensure directives are met in preparing annual and cyclic planning documents regarding the Patient experience program. Resolve problems, expediate services, or implement necessary actions and efforts within established policies and/or where appropriate, through committee participation. Monitor and analyze changes in Patient experience and satisfaction services as required. Investigate/analyze adverse quality trends or conditions and initiate corrective action to consider for existing efforts and/or new efforts to support the implementation of the Patient Experience Program. Design and implement studies, training programs and organizational strategies for identifying opportunities to improve customer service and Patient experience process quality. Work Schedule: Monday - Friday, 8:30 AM - 4:30 PM 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#: Health System Specialist (Experience Officer) - Detail /Temporary Promotion NTE 120 Days/PD144440 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, 12/10/2024. 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. INDIVIDUAL OCCUPATIONAL REQUIREMENT (IOR): An IOR is a basic requirement that must be met in order to qualify for entry into this job series, and it is something that can't be waived. The education must be accredited by an accrediting body recognized by the U.S. Department of Education at the time the degree was obtained. To qualify for the GS 0671 occupational series, applicants MUST possess one of the following: UNDERGRADUATE AND GRADUATE EDUCATION: undergraduate or graduate education in a major field of study hospital administration, public health administration, or related fields, such as business or public administration, with course work in health care administration. SPECIALIZED EXPERIENCE: specialized experience that is progressively responsible for analytical or administrative, or clinical management, or supervisory experience in the health care field performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities with close working relationships with facility managers and analysis/coordination of administrative, clinical, or other service activities which provided knowledge in the following areas: 1) Missions, organizations, programs, and requirements of health care delivery systems; 2) Regulations and standards of various regulatory and credentialing groups; and 3) Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. SPECIAL PROVISION FOR INSERVICE PLACEMENT: Completion of an agency-sponsored on-the-job training program, which included a formal individualized training plan. The training program should have been performed in an operating health care system and included: 1) Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements; 2) Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and 3) Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. GRADE DETERMINATION (GS-12 LEVEL): Candidates must possess specialized experience equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. Specialized experience includes: Patient focused culture by improving experiences, practicing Patient experience, guiding service recovery and organizational change management. You will be rated on the following Competencies for this position: Change ManagementCommunicationOrganizational StewardshipProblem Solving 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: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and the employee may sit comfortably. There may be some walking, standing, bending, carrying of light items, driving of an automobile, etc. Fieldwork may involve traveling to other facility sites of care, interviews, meetings, and sources of information. 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.

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Raymond G Murphy Department of Veterans Affairs Medical Center 1501 San Pedro Drive, Southeast Albuquerque, NM 87108 US
• Name: Evelyn Gaynor
• Email: [email protected]