The Supervisory Health System Specialist - Chief Experience Officer will advance the philosophy of Patient Centered Care across the Health Care System with a strong focus on High Reliability, Patient Experience, Customer Service, and Employee Satisfaction. This goes beyond the clinical setting and includes such areas as administrative functions and processes, capital projects, equipment procurements, parking accommodations, and budget execution.

Duties

Major duties include but are not limited to: Understand and meet the needs of patients and their families as they interact with our Health Care System (HCS). Ensure the Veteran experience is consistent across the HCS to include the main facility, community-based clinics and other off-site areas having interactions with Veterans. Oversee the Patient Advocate Department and develop mechanisms to build relationships with service lines/integrated clinical communities and patients, including management of complaints and service recovery. Monitor and determine patient and customer satisfaction through the Voice of the Patient, SHEP, and PCMH scores along with other data tools. Understand and meet the needs of employees as they interact with Veterans and each other. Ensure employee experience/satisfaction is consistent across the HCS. Monitor and determine organizational needs as they pertain to the principles of a highly reliable organization. Determine next steps to reaching the goal of ZERO HARM across the HCS by creating an environment of psychological safety, open communication, and continuous improvement. Provide leadership at the executive level and have the full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of patient-centered care, patient experience and employee satisfaction. Performs other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm 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 Health System Specialist - Chief Experience Officer/PD203570 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/22/2025. 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 by 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. Minimum Qualifications: You may qualify based on your experience as described below: Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-12) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Supervisory Health System Specialist - Chief Experience Officer. Qualifying specialized experience is defined as progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following: (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. At this level, applicants would have obtained this experience working within a health care setting, providing general direction of various administrative areas in the delivery of services in a health care system; determining resource needs/allocation of resources for effective use; developing organizational goals and/or strategic plans; evaluating the effectiveness of programs in a health care setting; and analyzing the effectiveness, efficiency, and productivity of organizational programs. OR, Inservice Placement: You must have successfully completed an agency-sponsored on-the-job training program that included a formal individualized training plan. Such a training program must have been conducted 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 experience health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program. You will be rated on the following Competencies for this position: Administration and ManagementPlanning and EvaluatingVeteran 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, although some slight physical effort may be required. You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Work Environment: Work is typically performed in an adequately lighted and climate-controlled office. May require occasional travel. 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 Black Hills Health Care System 113 Comanche Road Fort Meade, SD 57741 US
• Name: Sarah Watson
• Phone: 319-339-7183
• Email: sarah.watson10@va.gov