Provides direct supervision to employees performing a variety of duties supporting the customer service/patient experience program at the Central Arkansas Veterans Healthcare System. Responsibility includes development of performance standards, writing position descriptions, evaluating work performance, counseling of employees whose performance is marginal or unsatisfactory, initiating disciplinary actions when necessary. Hears and resolves complaints from employs.
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Plans work to be accomplished, sets short and long-term goals; assigns work based on priorities; instructs employees on work and administrative matters. Interviews and selects new employees in collaboration with Executive Leadership. Obtains resources for continuing education of employees and determines their training needs. Duties include but are not limited to:
- Develops implements and manages all aspects of the Service Excellence Program for the Central Arkansas Veterans Healthcare System (CAVHS) for planning, coordination, and evaluation of customer service initiatives, and serves as an advisor to CAVHS leadership on such issues.
- Responsible for developing administrative programs, procedures and policies that involve and direct CAVHS' comprehensive customer service/ patient experience program.
- Participates in the strategic planning process and reviews current & proposed projects and program changes to ensure customer service/patient experience is sustained and/or enhanced.
- Leads CAVHS's customer service efforts, demonstrating creativity and enthusiasm. Develops annual plan, including objectives, for process improvement in customer service and patient experience.
- Prepares recurring responds, data validation, and timely response to special reporting requirements of CAVHS, as well as the VISN and VACO, concerning this complex program. Ensures CAVHS's Service Excellence Program meets or exceeds VISN NACO requirements.
- Ensures a systematic approach/process for continuous collecting and evaluating customer service information and communication to/from management concerning the findings. Targets actions and recommendations based upon comprehensive analysis of the results.
- Reviews and analyzes patient and customer service feedback data, such as: VANHS surveys [i.e., Survey of Healthcare Experiences of Patients (SHEP) and Veteran Signals (V Signals)], patient complaints and compliments (contact) tracking system, internal (CAVHS) surveys, controlled correspondence, focus groups, mystery shoppers, comment cards, interviews, waiting times, Veterans patient focus groups, employee surveys and other satisfaction/experience measurement data.
Virtual: This is not a virtual position
Position Description Title/PD#: 04436-0, Supervisory Program and Management Analyst
Relocation/Recruitment Incentives:Not authorized
Financial Disclosure Report:Not required
- #### Job family (Series)
- Analysts, Management
- Analysts, Program
- Computer Occupations, All Other
- Management Analysts
- Program Analysts
- Program Management Analyst
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- 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
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/02/2019.
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-12 position you must have served 52 weeks at the GS-11. 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. 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.
EXPERIENCE: A specific length of training and experience is not required, but you must show evidence of training or experience of sufficient scope and quality of your ability to do the work of this position. Evidence which demonstrates you possess the knowledge, skills, and ability to perform the duties of this position must be supported by detailed descriptions of such on your resume. Applicants will be rated in accordance with the OPM Federal Wage System Qualification Standards.
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Mastery of advances management and organizational principles and practices, both qualitative and quantitative, for analyzing and measuring the effectiveness, efficiency, and productivity of administrative, technical and clinical programs, with comprehensive knowledge of mission, organization, and work processes of healthcare delivery systems management; planning and conducting studies, analyzing findings, making recommendation, using independent judgment and knowledge management analysis theories and practices; participates in planning for major projects involving Performance Improvement activities. You will be rated on the following Competencies for this position:
- Analysis and Problem Solving
- Analytical Thinking
- Creative Thinking
- Forward Thinking
- Interpersonal Skills
- Problem Solving
- Quality Management
- Information Management
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/Working Conditions:The work will involve light lifting and carrying (under 15 pounds), standing(1 hour), sitting (at desk for up to 6 hours), walking (2 hours), use of fingers, hearing (aid permitted), mental and emotional stability, using a keyboard/mouse up to 6 hours, working alone, and working closely with others. Travel to local institutions and to other facilities within the VISN may occasionally be necessary. Most work will be performed at a computer terminal. Work will normally be performed in an office. The incumbent must exercise caution in using computer equipment to avoid personal injury or damage to the equipment. Special safety precautions are not required.
There is no educational substitution at this grade level.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vaca