Summary The Northern Arizona VA Health Care System in Prescott, Arizona is searching for a highly motivated candidate to take on the role of the Supervisory Health Systems Specialist, serving as the Chief of Organizational Excellence. The selectee chosen for this role will help drive organizational change and strategic planning efforts and ensure all veterans, service members and their families receive the world-class experience they deserve. Responsibilities As the Chief of Organizational excellence you will be expected to provide leadership at the executive level and will have the full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of high-reliability, patient-centered care, patient experience, and employee experience activities, committees and councils, and other programs across the health care system. You will also be responsible for supervising administration of the Patient Advocate's Office, Employee Experience programs, System redesign, Audio Visual and Public Affairs. Duties include, but are not limited to: Overseeing and assisting in the facilitation of Veteran Patient Experience-related collaborations and initiatives within the Norther Arizona VA Healthcare System (NAVACHS), to include collaborations across VA sub-agencies, VHA program offices, and local health care community providers. Complying with VHA Directive 1003, Veteran Patient Experience related A policies. Leading, facilitating, and collaborating on Veteran Patient Experience practices within NAVAHCS improvement efforts and initiatives. Sharing evidence-based, best, and promising practices on Veteran Patient Experience across NAVAHCS (e.g. actively participating in VA Patient Experience Community of Practice Forums). Overseeing and managing action plans within NAVAHCS on Patient Experience. Collecting and utilizing the information gathered from the data and tools to inform decision making, identify priority areas and opportunities for improvement, and communicate to internal and external stakeholders. Understanding and meeting the needs of Veterans and their families as they interact with our Health Care System. Developing mechanisms to build relationships with patients, including management of complaints and service recovery. Improving patient and customer satisfaction through the Voice of the Patient, Veteran Signals (VSignals), The Survey of Health Care Experiences of Patients (SHEP), PATS, and CMS Hospital Consumer Assessment of Health Care Providers and Systems (HCAPS) scores along with other data tools. Creating a psychological safe environment where all staff are encouraged and supported to be leaders who problem-solve every day. Developing programs to enable staff to achieve personal and professional goals through developmental offerings, job shadowing and appreciation and recognition activities. Monitoring and determining employee engagement and satisfaction through the Voice of the Employee, All Employee Survey (AES) scores along with other data tools. Developing and advancing a strategic planning framework that incorporates HRO principles and the Veteran Patient Experience. Creating a culture of continuous improvement and high reliability. Engaging external stakeholders such as Veterans, Volunteers, Veteran Service Organizations, and Congressional members and their staff. Enhancing Veteran and employee communication channels and Veteran outreach. Work Schedule: Monday - Friday, 8:00am - 4:30pm Position Description Title/PD#: Supervisory Health System Specialist - Chief of Organizational Excellence/ PD13164O Physical Requirements: Work of the position is mainly sedentary. Relocation/Recruitment Incentives: May be authorized for highly qualified applicants Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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 Training-Service Agreement and Mobility Agreement required 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,09/16/2024 . 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: planning, coordinating, and/or completing projects; participating in top management discussions, decision making, policy setting, and sharing responsibility in fulfilling the Healthcare System's mission; advancing high-reliability principles and philosophy of Patient Centered Care across a health care system with a focus on patient and employee experience; overseeing and managing programs, and/or evaluating to improve programs and processes; and extensive knowledge in health care administration, and demonstrate the ability to direct complex administrative management systems. NOTE: Experience must be clearly reflected on resume to receive credit You will be rated on the following Competencies for this position: Analysis and Problem Solving Communication Knowledge Management Organizational Performance Analysis Planning and Evaluating 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: Work of the position is mainly sedentary. 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 Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.