<p>This is a Veteran Experience Officer position located in the Executive Director's office creating a Customer Relations unit modeled around a Patient Centered Care philosophy. Veteran Experience Officer is designed to ensure that quality health care and administrative services are provided promptly, courteously, and with compassionate understanding of Veterans' needs. Incumbent will work with senior leaders, employees and patient care leaders ensuring consistent robust positive customer service.</p> <p>.Duties include, but may not be limited to the following:</p> <ul> <li>Oversee training for Veterans as well as the Veteran Orientation program. The Office of the Veteran Experience Officer is designed to ensure that quality health care and administrative services are provided promptly, courteously, and with compassionate understanding of Veterans' needs and the needs of those responsible for their care. </li><li>Prepare documentation to support actions taken. </li><li>Identifies employee developmental needs and provides or arranges for training </li></ul> <p>(formal and on-the-job) to maintain and improve job performance.</p> <ul> <li>Encourages self development. </li><li>Approves master leave schedule assuring adequate coverage for peak workloads and traditional holiday vacation time. </li><li>Demonstrates sensitivity to subordinates' ideas. </li><li>Promotes an environment in which employees are empowered to participate in and contribute to effective mission accomplishment. </li><li>Discharges security responsibilities by ensuring education and compliance with security directives for </li></ul> <p>employees with access to classified or sensitive material.</p> <ul> <li>Applies Equal Employment Opportunity (EEO)/Equal Opportunity Treatment (EOT) </li></ul> <p>principles and requirements to all personnel management actions and decisions, and</p> <p>ensures all personnel are treated in a manner free of discrimination.</p> <ul> <li>Takes positive action to implement affirmative action/EEO initiatives identified in the installation </li></ul> <p>Affirmative Employment Plan.</p> <ul> <li>Takes action to prevent or correct situations that may give rise to complaints of discrimination and/or sexual harassment. </li><li>Provides leadership at the executive level and has full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of patient centered care, patient experience, and employee experience activities, committees and councils and other programs across the health care system. </li><li>Provides leadership with authoritative and objectively based information for making decisions on the programmatic aspects of the patient centered care and the patient experience and creates an organizational operations and management structure for the healthcare system to follow. </li><li>Oversees and assumes executive primary responsibility of ensuring system redesign projects throughout the organization are executed and completed in a timely, consistent, and comprehensive manner. </li><li>Develops and implements organizational assessments, management reports and feedback mechanisms to monitor and measure systems improvement activities in all areas and at all organizational levels within the healthcare system. </li><li>Assures that data systems are in place to effectively measure progress and efforts across the system as it relates to customer service. </li></ul> <p>Work Schedule: Monday - Friday. 8:00am to 4:30pm</p> <p>Compressed/Flexible: Not Available</p> <p>Telework: Ad-hoc is Available</p> <p>Virtual: This is not a virtual position.</p> <p>Position Description/PD#: Supervisory Program Specialist/PD04090-0</p> <p>Relocation/Recruitment Incentives: Not Authorized</p> <ul> <li>This position is not a Bargaining Unit position. </li><li>May be required to attend conference at other facilities or other VA sites on occasion. </li><li>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. </li><li>This position is in the Competitive Service. </li><li>Time-in-Grade Restriction: 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. The grade may have been in any occupation but must have been held in the Federal service. </li><li>Interchange Agreements with Other Merit System: Employees who occupy medical or medical-related positions and were appointed under 38 U.S.C. 4701(1) or (3) [formerly 38 U.S.C. 4104 (1) and (3)] must be serving in a full-time position without time limit and have served continuously for at least one year in this other merit system to be eligible to convert to the Title 5 System. Some exceptions to this rule may apply if you have previously acquired tenure under a Title 5 appointment. </li><li>Veterans' preference does not apply for other current permanent Federal agency employees </li></ul>