The Supervisory Program Specialist is responsible for monitoring and coordinating medical center activities to optimize patient experience outcomes, track/trend customer feedback, optimize data collection tools used to measure and monitor patient experience and customer satisfaction, work to improve areas of weakness, and provide staff with resources necessary to implement/sustain processes that foster patient centered care and cultural transformation concepts and enhance the patient experience.

Duties

The Supervisory Program Specialist position incumbent assists the Chief of Veteran Experience to develop, manage, and coordinate all aspects of the facility's patient experience, patient centered care, cultural transformation, and customer satisfaction outcomes and measures. Duties include but are not limited to: Serves as the liaison between the Medical Center, patients, staff, other stakeholders, and the community regarding patient experience, patient centered care, and cultural transformation. Participates in studies, training programs and organizational strategies for identifying opportunities to improve the quality of the Veteran experience. Contacts facility staff concerning problematic matters relating to patient care which has not been resolved by services and creates resolution. Identifies current industry trends and incorporates best practice processes, tools, and programs in the delivery of customer-focused care. Handles a wide range of difficult contacts and complex situations that contribute to or cause patient dissatisfaction. Facilitates the development and provides oversight and direction for various focus groups consisting of staff, Veterans, Veterans' family members, and other stakeholders. Provides general supervision of the work to be done, and defines for the incumbent the objective, priorities, and deadlines within the scope of the incumbent's responsibilities. Coaches and applies appropriate problem solving methods and techniques, provides advice on work methods, practices and procedures and assist in identifying, distributing and balancing workload and tasks among employees in accordance with workflow. Articulates and communicates assignments, projects, problems to be solved and actionable events, milestones and/or program issues under reviews as well as deadlines and time frames for completion. Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately. Collaborating with Education Service, and other services as necessary, to ensure clinicians, management, and all support personnel within the Medical Center receive education related to patient experience analytics, and improved customer service. Work Schedule: 8:00am to 4:30pm, Monday - Friday 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 ADHOC telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD065480 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, 12/30/2024. 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 include, but are not limited to: Serves as the liaison between internal and external staff such as patients, employees, Congressional staff, Veteran Service Offices, and the community. Performs supervisory functions such as workload management, coaching, and problem solving; provides administrative direction, day-to day supervision, and general objectives to achieve success. Collaborates with staff at all levels to build strategic relationships and achieve common goals. Provides advice and expertise to staff, identifying areas with potential for significant improvement and impact; Work with staff to develop and implement process improvements. Assists in developing both long and short-term plans and policies. ~OR~, Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Applicants may substitute education for the required experience. To qualify based on education for this grade level you must possess a Ph.D. or equivalent doctoral degree; OR 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., or if related. ~OR~ Combination of Education and Experience (TRANSCRIPTS REQUIRED): Applicants may also combine education and experience to qualify at this level. You must have an combination of successfully completed graduate level education and specialized experience directly related to the work of the Supervisory Program Specialist. Education must be at least 1 year (18 semester hours) at the graduate level beyond a Master's or equivalent degree. You will be rated on the following Competencies for this position: Administration and ManagementEmployee DevelopmentForward ThinkingManages Human ResourcesRecruitment/PlacementVeteran and Customer Focus Note: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Verbiage displayed on your resume or application must contain your own words. You may refer to the specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received that copied verbatim from the announcement will be evaluated and may be reviewed as falsifying your experience or application. 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: Routine work requires phone, keyboard and computer mouse use, standing and sitting for extended periods of time, intermittent/non-strenuous ambulation around all areas of the medical center, and carrying light items such as papers, books, and coffee supplies. Occasionally, duties may require the movement of audio-visual equipment and/or classroom area organization and driving an automobile or golf cart. 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 James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: Mary Guthrie
• Phone: 813-816-7155 X110408
• Email: [email protected]