Health System Specialist-Patient Experience Officer

This position serves as a Patient Experience Officer (PXO), organizationally reporting to the Assistant Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at the Department of Veteran Affairs (VA). The mission is to honor America's Veterans by providing exceptional health care that improves their health and well-being.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/26/2026.

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. 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 must meet the individual occupational requirements (IOR) for the Health System Administration Series, 0671 as follows:

Health System Administration Series, 0671
Individual Occupational Requirements (IOR)

• 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. OR
• Specialized Experience GS-5 and above: 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, organizations, programs, and requirements of health care delivery systems.-Regulations and standards of various regulatory and credentialing groups; and-Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. OR
• Special Provision for ln-service Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience, provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included:- Assignments providing a knowledge of basic health system administration philosophies, practices, and procedures, and basic government administrative policies and requirements.- Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses, work assignments must be characteristic of the grade level to which he or she is assigned); and- Oversight by an experienced health system administrator with periodic evaluation of the individual's progress and appropriate adjustment of the training program.

In addition to meeting the Individual Occupation Requirement above for the GS-12 grade level you must possess one (1) full year of specialized experience, equivalent to at least the next lower grade level (GS-11). Examples of specialized experience would typically include but are not limited to is

You may qualify based on your experience described below:

• 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: Leading initiatives that improve the Veteran experience across a healthcare system or comparable organization, using data, feedback mechanisms, and performance metrics to identify barriers and implement service improvements. Conducting comprehensive analyses of customer experience trends, patient feedback, complaints, access challenges, and operational workflows to develop actionable recommendations for senior leadership. Collaborating with multidisciplinary teams, including clinical, administrative, and operational leaders, to design, implement, and evaluate programs that enhance patient-centered care and service delivery. Managing or supporting enterprise-wide change management, communication strategies, and engagement activities to strengthen organizational culture and promote consistent, high-quality Veteran experience practices, providing expert guidance on customer experience policies, standards, and practices; conducting training; and advising leadership on strategies that support patient satisfaction, cultural transformation, and organizational excellence, developing dashboards, reports, or presentations for executive leaders that summarize findings, track key performance indicators, and inform decision-making related to Veteran experience outcomes from sources including SHEP, Veteran Signals, SAIL, PATS, and AES.

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/.

Responsibilities:

Major duties:

• Facility's key person to lead efforts of building, sustaining, and implementing Patient Experience and Employee Engagement practices.
• Responsible for bringing systems and process together to function seamlessly, promoting a culture that considers the needs of many key stakeholders.
• Respond to current Patient Experience affairs and proactively plan for a sustainable culture that is patient centric and enhances the patient experience.
• Direct support is provided to the development, maintenance and operation of the Patient Experience Model at the healthcare facility level.
• Responsible for translating policies, theories and strategies into action within the complex interrelationships that exist related to Patient Experience model and customer service programs.
• Develop local policies to support relevant customer satisfaction models.
• Leading and implementing initiatives, including but not limited, initiatives for clinicians, management and support personnel at the local facility.

Work Schedule: Monday-Friday 8:00am to 4:30pm
Telework: Ad-hoc. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Position Description/PD#: Health System Specialist-Patient Experience Officer/PD264320
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not approved
Permanent Change of Station (PCS): Not authorized

Salary : $98,630