This position is located in the Veterans Administration (VA), Veterans Health Administration (VHA), Mid- Atlantic Healthcare Network (VISN 6), aligned under Fayetteville Veterans Affairs Medical Center (VAMC), and assigned to Wilmington Health Care Center (HCC). The HSS primary responsibilities includes monitoring and coordinating health system activities to optimize patient experience, track, and trend customer feedback, optimize data collection tools, and customer satisfaction.

Duties

Duties and responsibilities for this position include, but not limited to the following: The Health System Specialist is instrumental in assisting the WHCC Administrator to develop, manage, and coordinate all aspects of the facility's patient experience, patient centered focus, cultural transformation and customer satisfaction outcomes and measures. The Health System Specialist works to integrate all Wilmington HCC (WHCC) and Brunswick County/Supply CBOC (BCBOC) activities with those of the Medical Center and VISN on behalf of Veterans. Ensures the daily operations at HCC and CBOC reflect those of the parent Medical Center and VISN. Works with clinical and administrative leadership to ensure implementation of safe, effective, and positive experience for the Veterans and employees. Coordinates program activities of the HCC and CBOC to promote efficient operation to ensure accomplishment of the clinic mission. Develops and maintains a review system of these activities to ensure compliance with standards of various accrediting regulatory and agency authorities (Joint Commission, OSHA, CAP, etc.) and to measure quality of care. Leads local environment of care rounds at the WHCC and BCBOC. Initiates actions to correct deficiencies. Participates in development of the budget plan by presenting needs, estimates and justifications for outpatient activities. Works closely with WHCC Administrator and related Service Chiefs to resolve resource problems. Assists Leadership and staff in projecting staffing needs, writing position descriptions, developing job analyses, and working with HR and USA Staffing to submit requests. Reviews, analyzes, and interprets incoming requests, recommends appropriate action or suggests appropriate alternatives based on knowledge of internal operations, agency personnel policies, budgetary constraints and work priorities. Leads in administering programs concerning such matters as equal opportunity, merit, labor management relations and position management for WHCC Administrator. Serves as a key figure in the recruitment/retention process for personnel supporting WHCC Administrator. Assists WHCC Administrator with personnel administration including knowledge of personnel operations including position classification, grievance procedures, performance standards and disciplinary actions. Responsible for working with clinical and administrative staff to develop and implement process improvements, produce, and monitor action plans used to improve patient experience scores, and report patient experience scores, action plans, and outcomes to and facility leadership. Establishing conditions to measure or forecast the realization of program/organizational goals and objectives. Serves as the facility expert in patient experience and customer satisfaction tools including, but not limited to Press Ganey, SHEP, PATS data management, comment cards, phone and kiosk surveys. and all other reporting measures related to patient experience and customer satisfaction. Responsible for managing all aspects of distributions, clinic and provider updates, managing sampling recommendations, reviewing and modifying survey distributions based on clinic and provider workload, and all other aspects necessary to ensure that that all patient experience data is valid, accurate, up-to-date, and actionable. Oversee all contract development, oversight, and actions related to patient experience and customer feedback contracts within the facility. Responsible for identifying areas of weakness and developing workgroups based on information obtained from national data, patient experience data, patient advocate data, congressional inquiries, focus groups, and other feedback from facility leadership, patients, and other stakeholders. Responsible for assigning, managing, monitoring, and facilitating the progress of facility workgroups tasked with improving areas within the facility that impact patient experience and satisfaction. Oversee the progress of each workgroup to ensure they remain on task and develop meaningful improvements regarding each group's specific tasking. Partners with staff at all levels throughout the Health Care System to develop strategies to improve service to stakeholders and takes an active role in cultivating and fostering a patient- centered environment within all areas of the Health Care System. Responsible for maintaining clear communication to disseminate program information through formal and informal training and education programs across the facility. Performs related duties as assigned. Work Schedule: Monday - Friday, 8:00am To 4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Health Systems Specialist/083730 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/20/2024. 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-11 position you must have served 52 weeks at the GS-09. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 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 planning, coordination, and execution of business functions, resource allocation, and production. Identifies a need: gathers, organizes, and maintains information; determines its importance and accuracy, and communicates it by a variety of methods. Knowledge of procedures for assessing, evaluating, and monitoring programs or projects for compliance with Federal laws, regulations, and guidance. Understands and appropriately applies procedures, requirements, regulations, and policies related to specialized expertise. OR, Education: Applicants may substitute for the required experience. To qualify based on education for this grade level you must haveaPh.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; or LL.M., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 year above a Master's Degree. Preferred Experience: Interacts with others to influence, motivate, and challenge them. Has experience with contracts, projects, fund control points and daily operations of a community based clinic. You will be rated on the following Competencies for this position: Contracting/ProcurementCustomer Service (Clerical/Technical)LeadershipTeamwork 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: Typically, the employee sits comfortably to do the work; however, there may be some walking, standing, bending, carrying of light items, such as, papers and books. 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

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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Ltanya Walker
• Phone: 919-503-8223
• Email: [email protected]