Program Specialist - Lead Patient Experience Specialist

Program Specialist - Lead Patient Experience Specialist

Team Leader Duties (50%) - Leads and coordinates the work of Patient Experience Specialists and support staff. Assigns, monitors, and evaluates work ensuring timely completion and alignment with priorities. Balances workload and adjusts assignments based on operational demands. Provides technical guidance and resolves complex or sensitive patient issues. Coaches staff in communication, problem-solving, and service recovery techniques. Identifies training needs and develops staff competencies. Facilitates team meetings and ensures communication of goals and expectations. Represents the program in meetings with leadership and interdisciplinary teams. Develops and implements process improvements to enhance service delivery. Prepares reports, briefings, and presentations for leadership. Supports performance management by providing feedback and recommendations. Coordinates cross-service collaboration to resolve systemic issues. Maintains policies, procedures, and reference materials. Serves as acting lead in absence of Chief Experience Officer. Leads development and delivery of Patient Experience training programs. Creates educational materials including presentations and online modules. Ensures new employee orientation includes Patient Experience principles. Evaluates training effectiveness and implements improvements. Collaborates with internal and external stakeholders to enhance program delivery. Supports HR initiatives and administrative functions as assigned.

Quality Assurance (25%) - Develops and implements quality assurance processes for Patient Experience programs. Conducts audits and reviews to ensure compliance with policies and standards. Analyzes performance data to identify trends and improvement opportunities. Develops data collection strategies and collaborates with services to gather metrics. Prepares analytical reports including statistical and graphical presentations. Recommends workflow and process improvements. Applies continuous improvement methodologies such as Lean principles. Conducts root cause analyses and develops corrective action plans. Evaluates effectiveness of implemented changes. Supports leadership in performance measurement and accountability. Identifies risks and proactively recommends mitigation strategies. Ensures sustainability of improvements through monitoring and evaluation.

Consulting and Advisory Services (25%) - Provides expert consultation to leadership on Patient Experience initiatives. Interprets VHA policies, directives, and accreditation standards. Advises on development of policies and standard operating procedures. Supports audits, inspections, and regulatory reviews. Analyzes program performance and recommends improvements. Participates in committees and workgroups supporting organizational goals. Collaborates with stakeholders to enhance service delivery. Provides guidance on complex or high-visibility patient concerns. Communicates findings and recommendations to leadership. Supports compliance with accreditation and regulatory requirements. Engages in professional development to maintain subject matter expertise. Performs other duties as assigned.

Work Schedule: Monday - Friday, 8:00am - 4:30pm

Telework: Ad-hoc. This position may be authorized for telework at the discretion of the Agency.

Virtual: This is not a virtual position.

Position Description/PD#: Program Specialist - Lead Patient Experience Specialist/ PD07416A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized