Supervisory Patient Representative

This Supervisory Patient Representative position is in the Executive Director services at the VA Boston Healthcare System, located at the West Roxbury, Massachusetts. The position is full-time at 40 hours per week. PRINCIPALES MISSIONS : This position serves as a Patient Experience Officer (PXO), reporting to the Executive Director, who reports directly to the HSA 1.1 Director, within the Veterans Health Administration (VHA) Boston Health Care System. The incumbent leads patient experience efforts, policies, and activities developed at the national, VISN, and local levels. Responsibilities include advancing patient experience, employee engagement, and patient-centered care initiatives through development, implementation, and fostering employee ownership of a patient-focused culture. The PXO serves as a subject-matter expert and liaison to organizations such as the Veterans Experience Office, Office of Patient Centered Care, and Office of Patient Advocacy, ensuring support for consistent, positive patient experiences. The position supports organizational improvement efforts, service recovery, and strategic patient experience initiatives across the health care system. The incumbent develops and leads innovative programs using survey results and healthcare ratings to address the voice of the Veteran, connect satisfaction data to solutions, and sustain a culture that makes VHA the healthcare provider of choice. Duties may include, but are not limited to: Develop and manages facility's Patient Experience Program using data from Patient Advocate Tracking System (PATS), VSignals, Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experiences of Patients (SHEP), CMS-HCAPS, and other sources to drive planning and resource decisions. Represent the Patient Experience Program in obtaining and committing resources, and in negotiating compliance with established policies and standards across services (e.g., staffing support, corrective action after adverse SHEP/SAIL trends). Formulate and revises existing healthcare system policies, procedures, memoranda, and bulletins related to Patient Experience Program. Perform administrative and personnel management functions for assigned staff. Make decisions for subordinate nonsupervisory positions, including interviewing candidates and deciding on appointment, promotion, or reassignment. Hear and resolve employee complaints and grievances. Approve leave/overtime/travel, and recommend awards or classification changes for subordinate positions. Establish guidelines and expectations for staff, communicated through the formal performance management system. Identify training needs and develop work improvement plans for staff. Serve as a change agent, working closely with hospital leaders to identify priority areas, develop goals, plan improvement, and measure effectiveness of patient experience efforts. Educate managers and front-line employees in the philosophy and techniques of patient experience improvement and service recovery, and leads workshops/seminars to build organizational buy-in. Lead, coordinate, and monitor the improvement of patient experience, engaging the workforce to sustain initiatives and foster a patient-centered culture. Maintain regular, recurring contact with VISN and VACO program officials - including the VISN Veteran Experience Officer and national Veterans Experience Office staff - to align local practices with national direction and represent facility interests in VISN-level forums. Other duties assigned. Work Schedule: Monday-Friday 730am-4:00pm Position Description/PD#: Supervisory Patient Representative/PD523-04219-0 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Notifications: This position is in the Competitive Service. Current and former Federal employees may submit copies of their most recent SF-50, (Not

Salaire : $120,548 – $156,715/Per Year | Avantages : http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define "who we are," our culture, and how we care for Veterans, their families and other beneficiaries. The Values are Integrity, Commitment, Advocacy, Respect and Excellence ("I CARE"). As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through t