Veterans Affairs, Veterans Health Administration

Summary The incumbent is under the direct supervision of the Veteran Experience Officer. The Veteran Patient Experience (PX) puts Veterans and their families at the center of every process. The PX team is supporting VA Bedford to deliver an excellent patient experience every time. The goal is to ensure every employee owns the moment with every interaction. This position is full-time, 40 hours per week. Responsibilities The incumbent serves as the Assistant Patient Experience Coordinator and is under the direct supervision of the Veteran Experience Officer. The supervisor and employee develop a mutually acceptable project plan which typically includes identification of the work to be done, the scope of the project and deadlines for its completion. Within the parameters of the approved project plan, the employee is responsible for planning and organizing the study, coordinating with staff and line management personnel, and conducting all phases of the project. The employee informs the supervisor of potentially controversial findings, issues, or problems with widespread impact.. Duties will include but not be limited to: Planning, organizing, and directing the work of lower grade medical support assistants. Provides input on performance of medical support assistance as well as resolves workplace issues. Establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required. Provides technical and administrative supervision to a group of employees within the Patient Experience Office. Oversees the daily operation of the unit, ensuring that agency policies and priorities are being followed. Resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to higher-level supervisor or manager. Independently plans and carries out program operations and determines the course of inquiries, reaches conclusions, and as appropriate, mediates/negotiates with the involved parties to reach a resolution or compromise. Informs the Supervisor of the potential for any adverse publicity, and makes recommendations for opportunities to improve care. Verifies and clarifies events that are the source of Veteran dissatisfaction. Identifies and analyzes problems and their sources; documenting barriers to the delivery of services and recommending changes to policies and/or procedures when appropriate. Develops, implements and monitors employee and Veteran orientation and Veteran/volunteer programs. Serves as liaison between the healthcare providers and staff of the facility. Provides a channel through which Veterans can seek solutions to their problems, concerns, and unmet needs. Performs management and/or program support work, such as program administration, correspondence control, liaison, special projects, or board or committee related time. Interprets the medical centers policies, procedures, and available resources/ services and provides guidance to the Veterans on their rights and responsibilities. Identifies the elements of clinical or administration practices that contribute to Veteran dissatisfaction and recommends alternatives to reduce or eliminate complaints. Assists veterans with signing up for MyHealtheVet (MHV) access and provides basic assistance to staff and veterans with MHV. Work Schedule: Monday through Friday 7:30 am to 4:00 pm Financial Disclosure Report: Not required Compressed/Flexible: Not Authorized Telework: Ad-Hoc (To be discussed at interview) Virtual: This is not a virtual position Relocation & Travel Incentives: Not Authorized Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized NOTIFICATIONS: This position is not a Bargaining Unit position. This position is covered by a Special Salary Rate. Incomplete applications will not be considered. Travel and relocation expenses are not authorized. Current Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is in the Excepted Service. Veterans preference does not apply for Internal applicants Requirements Conditions of Employment Qualifications Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or Education. One year above high school; or Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. English Language Proficiency.. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations:(a) Supervisory Medical Support Assistant, GS-7Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. (b) Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSAs activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. 2. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. 3. Ability to provide briefings, orientations, staff development and training. 4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. References: VA Handbook 5005/53, Part II Appendix G45The full performance level of this vacancy is GS-07. Physical Requirements: This is primarily a sedentary position, but the work requires some walking, bending, stooping and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines. Education IMPORTANT: 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: 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: us-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.