Summary This position is located at the VA Palo Alto Heath Care System. The Chief of Veteran Experience has responsibility over operational and administrative functions of the patient experience which includes the Patient Advocate Program, Patient Satisfaction Program and Veteran and Family Centered Care (VFCC) program. Responsibilities Major duties of this position will include, but are not limited to: Develop and articulate the health care system's patient-centered vision, values and goal and integrates them with the vision and goals of VHA and VISN 21. Develop VAPAHCS' patient-centered brand and marketing strategy; oversees the design of promotional, educational and informational materials/curricula. Serve as technical and expert advisor to the executive leadership team, service chiefs and other key leadership within VAPAHCS on patient-centered care. Identify, define and communicate VAPAHCS' patient-centered care initiatives throughout the health care system and in collaboration with community, regional and national partners and stakeholders. Oversee the operations and administrative functions of the Patient Experience. Oversee and coordinate patient-centered care initiatives throughout the clinical, educational and administrative spheres of VAPAHCS operations. Develop patient-centered care initiative action plans, assembles implementation teams, oversees implementation process and monitors outcomes across all identified areas including, but not limited to developing comprehensive patient/family satisfaction monitoring systems and identifying ways to personalize care delivery. Develop long and short-range policies for the health care system working with VFCC, the Patient Satisfaction program, Patient Advocate Program and other key staff to create a comprehensive patient and family program and assures a Veteran-centered, integrated health care organization for all Veterans and their families. Directly manage, oversee and monitor the implementation of selected, high-priority patient-centered care projects. Work Schedule: Monday - Friday, 08:00am to 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Management and Program Analyst/PD01928O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/22/2024. 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-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 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: experience leading Veteran/Patient focus groups, process improvement experience in patient experience initiatives, background in collecting and analyzing patient/Veteran feedback or satisfaction survey data, and experience in service recovery. You will be rated on the following Competencies for this position: Analysis and Problem Solving Organizational Performance Analysis Planning and Evaluating Teaching Others Veteran 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. Incumbent will provide presentations and training to employees and other stakeholders and should be able to stand for various periods of time. 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. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.