Summary

Serve as the Customer Experience Manager (CMS) - coordinating customer service and Employee Engagement programs for the medical center. Lead planning - directing - and evaluating initiatives to enhance patient and employee satisfaction. Resolve complex service issues - participate in executive level decisions - and build effective partnerships with internal and external stakeholders to drive continuous improvements.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• English Language Proficiency: Candidates must be proficient in spoken and written English to be appointed as authorized by 38 U.S.C. § 7403(f)
• Education: Have a master's degree in social work from a school of social work fully accredited by the Council on Social Work Education (CSWE)
• Graduates of schools of social work that are in candidacy status do not meet this requirement until the School of Social Work is fully accredited
• A doctoral degree in social work may not be substituted for the master's degree in social work
• Verification of the degree can be made by going to http://www.cswe.org/Accreditation to verify that the social work degree meets the accreditation standards for a masters of social work
• Licensure: Persons hired or reassigned to social worker positions in the GS-0185 series in VHA must be licensed or certified by a state to independently practice social work at the master's degree level
• Current state requirements may be found by going to http://vaww.va.gov/OHRM/T38Hybrid/
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)
• Grade Determinations: In addition to the basic requirements for employment - the following criteria must be met when determining the grade of candidates
• Social Worker (Program Coordinator) - GS-12 Experience and Education
• One year of experience equivalent to the GS-11 grade 13 level
• Experience must demonstrate possession of advanced practice skills and judgment - demonstrating progressively more professional competency
• Candidate may have certification or other post-master's degree training from a nationally recognized professional organization or university that includes a defined curriculum/course of study and internship - or equivalent supervised professional experience
• Licensure/Certification
• Individuals assigned as social worker program coordinator must be licensed or certified at the advanced practice level - and must be able to provide supervision for licensure
• Demonstrated Knowledge - Skills - and Abilities
• In addition to the experience above - the candidate must demonstrate all of the following KSAs: Knowledge of program coordination and administration which includes consultation - negotiation - and monitoring
• Knowledge and ability to write policies - procedures - and/or practice guidelines for the program
• Ability to supervise multidisciplinary staff assigned to the program
• Skill in organizing work - setting priorities - meeting multiple deadlines - and evaluating assigned program area(s)
• Ability to provide training - orientation - and guidance within clinical practice
• Assignments
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - complexity (difficulty) - and variety and be performed by the incumbent at least 25% of the time
• Program coordinators at the GS-12 grade level are administratively responsible for a clinical program providing treatment to Veterans in a major specialty area - such as but not limited to: Spinal Cord Injury - Homeless Continuum Veteran Program - Hospice and Palliative Care Program - Suicide Prevention Program - Veterans Justice Outreach - Caregiver Support Program and Community Nursing Home Program
• The program coordinator may be the sole practitioner in this specialty at the facility and typically provide direct patient care services in the program area
• The program coordinator oversees the daily operation of the program - develop policies and procedures for program operation - and prepare reports and statistics for facility - VISN - and national use
• They may be responsible for the program's budget - developing and monitoring staff compliance with practice - standards and guidelines on documentation - workload - data entry - ethical practice and service delivery
• The program coordinator provides analysis and evaluation of clinical program data and computerized programs to identify system-wide trends and needs to enhance the quality of service
• They may be responsible for - or contribute to - the program's resource and fiscal management - monitoring control points developing the annual budget - operating within that budget - and accounting for appropriated funds
• The program coordinator is administratively responsible for the clinical programming and prepares reports and statistics for facility - VISN - and national use
• They provide 14 leadership - direction - orientation - coaching - in-service training - staff development - and continuing education programs for assigned staff
• They initiate and conduct a variety of program or service audits and complete designated clinical practice audits and reports - including productivity assessments
• They oversee program operations and evaluations - identifying areas for improvement - gathering relevant data - assessing the data - developing and implementing ideas for improvement and evaluating efficacy of improvement efforts
• Preferred Experience: Demonstrated experience providing high-quality customer service in a healthcare or equivalent organizational setting
• Experience supervising staff - including assigning work - evaluating performance - and supporting team development
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: The work is primarily sedentary - although some slight physical effort may be required
• The position requires the ability to perform duties in an office or clinical setting - including sitting - standing - and walking for periods of time
• The incumbent may be required to lift and carry light items such as papers - books - or small parts
• The work may require travel within the facility and community
• Emotional and mental stability is required to effectively perform the essential functions of the position.

Duties

• Major duties include - but are not limited to: Develop - implement - and manage the Customer Experience Program in accordance with VA and local facility customer service program initiatives
• Utilize advanced qualitative and quantitative methods to assess and improve program effectiveness and complex management processes
• Plan - organize - and direct team studies
• negotiate with management to secure acceptance of recommendations involving significant agency resources
• Oversee departmental operations - provide direct support to functions impacting patients - employees - stakeholders - visitors - and customers
• Adapt analytical techniques and evaluation criteria to measure and enhance program effectiveness and organizational productivity
• Demonstrate expert interpersonal - oral - and written communication skills across all organizational levels and diverse backgrounds
• Use a wide variety of computer software applications (Word - Excel - PowerPoint - Outlook - Access - and databases) to extract - organize - and analyze data
• Foster a positive relationship between employee engagement and patient experience - driving continuous improvement
• Supervise - plan - and coordinate staffing and workloads for patient advocates and customer service team members
• Review work of subordinates
• resolve work-related issues and ensure compliance with performance measures
• Analyze and evaluate professional and technical competency of assigned staff
• recommend selections for subordinate positions
• Address group grievances and minor disciplinary actions
• recommend resolution of complex complaints to appropriate areas
• Conduct interviews - identify developmental and training needs - and provide or arrange necessary training for staff
• Develop strategies to improve workflow efficiency and effectiveness within designated work areas
• Ensure the timely execution of performance management processes - including development of standards - annual evaluations - and performance improvement plans
• Support the use of innovative rehabilitation techniques and maintain sensitive - tactful supervision of patients and personnel
• Promote and facilitate cooperative teamwork in relation to community relations - total program planning - and individual patient treatment
• Independently plan and execute project work - coordinating with staff and management - and report findings with wide organizational impact to leadership
• Work Schedule: Full Time - 8:00am-4:30pm - Monday- Friday Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized