Health System Specialist ( Veteran Experience Officer)
Veterans Health Administration · Syracuse, New York
This position serves as the Chief Patient Experience Officer (PXO), organizationally reporting to the Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at Syracuse VA Medical Center. The incumbent is responsible for all functions related to Patient experience matters including Patient experience efforts, policies and activities which may be developed at the National, VISN and HCS levels. Major Duties: The incumbent will be the facility's key person to lead efforts of building, sustaining, and implementing Patient Experience and Employee Engagement practices and environments to promote the culture of positive Patient experiences based on a whole health and Patient centered approach. The incumbent will work with the Center for Development and Civic Engagement and VA Employee Association as well as outside agencies to improve patient satisfaction scores. They will be primarily responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the Patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. - Lead, coordinate, and manage the continuous improvement of veteran and staff experience - Work with senior executives to establish strong commitment and support for improving veteran and staff experiences - Educate managers and line employees in the philosophy and techniques of experience improvement - Promote an organization-wide approach to patient-centeredness and engagement - Engage the workforce to sustain veteran and staff experience initiatives - Serve as a change agent and work closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness - Serve as the subject matter expert on established and evolving best practices related to veteran/staff engagement and veteran/staff experience - Develop and articulate an organizational veteran and staff experience strategy - Facilitate development of detailed work plans related to veteran and staff experience - Collaborate with departments and units to operationalize the veteran and staff experience strategy. - Set objectives and benchmark performance - Supporting proactive veteran experience training and initiatives which may include Own the Moment, patient centered care training, customer service training, New Employee Orientation, New Patient Orientation. - Data sources include but are not limited to: The Patient Advocate Tracking System (PATS), Veteran Signals, Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experience of Patients (SHEP), and the All Employee Survey (AES). Work Schedule: Monday through Friday 7:30am-4:00pm Position Description Title/PD#: Health System Specialist ( Veteran Experience Officer)/PD142650 Physical Requirements: The work is sedentary. Some travel is required. No other special physical demands are required of this work. The work is typically performed in an office setting. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Individual Occupational Requirements Undergraduate and Graduate Education: Major study -- hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. Specialized Experience Progressively responsible analytical or administrative, or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative, clinical, or other service activities, and provided knowledge of the following: Missions, or