Job Summary

Employee will serve as a Supervisory Program Specialist - Supervisory Patient Advocate in the Office of the Assistant Medical Center Director located at the Veterans Healthcare System in Miami, FL.

Job Description

This position includes a Selective Placement Factor (skill, knowledge, ability or other worker characteristic basic to - and essential for - satisfactory performance of the job). Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. The Selective Placement Factor for this position is: Experience conducting surveys/studies to capture patient feedback and advocacy outcomes, customer service experience includes data management, e.g., compiling, analyzing, preparing reports of outcome, and communicating status. To meet this SPF, resume(s) must clearly support this experience to be creditable. We will not make assumptions regarding experience. --AND- SPECIALIZED EXPERIENCE: One full year of specialized experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level (GS-11) in the normal line of progression for the occupation in the organization. Specialized experience with implementation of customer service programs. Knowledge of data management and drill down to effect change; Innovative in implementation of new ways of capturing data and root cause analysis; Well versed in quality metrics, and implementation of quality programs to impact customer satisfaction. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Accountability Customer Service Leadership Problem Solving Selective Placement Factor IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Physical Requirements: Employee primarily works in an office setting, sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the patient relations program, will on occasion assist in covering duties which may require being able to push patient in wheelchairs to/from appointments and assist patients into their mode of transportation. 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/.