The Supervisory Program Specialist is based at the VA Puget Sound Healthcare System and serves as the Patient Experience Officer at VA Puget Sound Healthcare System. Organizationally, the position is located within the Nurse Executive Office as a direct report to the Associate Director of Nursing.

Duties

Duties include but are not limited to the following: Assisting with the development, pilot and on-going implementation of customer service initiatives, patient centered care (PCC), and Whole Health efforts. These efforts may include, but are not limited to, providing subject matter expertise in implementation of PCC and Integrative Health initiatives across points of care Participate in design, development and evaluation of "Holistic Nurse Training," working directly with a designated lead Develop opportunities for community engagement, as well as engaging patients and clinicians in Whole Health initiatives Participate in Whole Health curriculum development and revision of Whole Health Foundations program, in Whole Health library coordination Develop Tool-Kits and other resources for evaluation and dissemination of PCC and Whole Health initiatives. Prepare reports and publications about Customer Service (CS), PCC and Whole Health. Develop a decentralized model of Patient Advocacy. Assure that the organization has trained Service Level Patient Advocate(s), who acts as a Patient Advocate Representative for that work area. Assure that a training program has been developed which willguide and facilitate multiple aspects of service excellence and patient-centered care. Review patient satisfaction data (i.e. SHEP/PATS) and recommended action plans. Monitors and analyzes production efficiency in order to implement and/or recommend process changes Serve as advisor to staff regarding policies, procedures, and directives of VA, VHA, VISN and the Health Care System regarding CS and PCC. Regarding staff management, the incumbent will select the candidates for positions, taking in consideration skills and qualifications, mission requirements and Equal Employment Opportunity (EEO) and diversity. Provide briefings to executive leadership and service chiefs on CS and Office of Patient Centered Care (OPCC) practices and coordinate with all the services to ensure adaptation to OPCC principles and practices. Responsible for ensuring ongoing program development, program coordination and leadership in all areas of CS and PCC Coordinates training, develops programs and educational opportunities to enhance staff's understanding of, and practice in Whole Health curriculum, Personalized Health Inventory (PHI) and Personalized Health Plan (PHP). Collaborate with staff in identifying opportunity for enhancing employee and patient satisfaction. Serve as a liaison/facility's resource to CS, OPCC, Cultural Transformation (CT), and Region 1 FIT leader and partners. Assist Public Affairs with design and content of materials related to CS, PCC and CT Collaborate with nursing education, medical education and Human Resources to ensure that all new employees are oriented to the PCC model through participation in updated staff education programs that reflect the new model of care. Provide in-depth analysis, extracts, summarizes, identifies, interprets and evaluates significant trends and issues. Forecasts and estimates program requirements and prepares reports, justifications, charts, graphs, statistical and narrative data for briefings and presentations to management officials. Determine when studies are required to resolve systems issues which arise in the normal operation of the service line, or which arise at the time of program development or change. Plan, develop and conduct studies, provides oversight and/or participates in the completion of studies to assess current programs and determine future program needs. Manage the interrelationships with other internal organizational elements, services, and affiliated external organizations such as educational institutions. Assure customer focused service programs are continuous and data driven to accomplish the strategic goals of the organization. Responsible for furthering the goals of EEO by taking positive steps to assure the accomplishment of adhering to nondiscriminatory employment practices in regard to race, color, religion, sex, national origin, age or handicap. Work Schedule: Monday to 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/PD410530 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 within 30 days of the closing date of this announcement, 01/08/2025. 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 within 30 days of the closing date of this announcement. For a GS-13 position you must have served 52 weeks at the GS-12. 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-12 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 and understanding of the principles of organizational change management; Applying analytical and evaluative methods and techniques; Utilizing a variety of qualitative and/or quantitative methods to assess healthcare program effectiveness; Executing budget management and analysis; Executing personnel and procurement requirements to maintain a Service line; Crafting strategic planning and organizational communication initiatives focusing on the provision of healthcare; Developing medical center staff programs building organizational alignment and employee engagement. You will be rated on the following Competencies for this position: Administration and ManagementAnalytical ThinkingCreative ThinkingCustomer ServiceInformation ManagementStakeholder ManagementStrategic ThinkingVeteran and Customer Focus 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 is primarily sedentary and performed in a typical office setting. Some slight physical effort may be 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/.

Education

There is no educational substitution at this grade level.

Contacts

• Address VA Puget Sound Health Care System 1660 South Columbian Way Seattle, WA 98108 US
• Name: Sandy Lee
• Phone: 9152196041
• Email: [email protected]