Customer Service Specialist

Assistant Chief

The Assistant Chief is instrumental in assisting the Chief, CEVE to develop, manage, and coordinate all aspects of the facility's patient experience, patient centered care, cultural transformation, and customer satisfaction outcomes and measures.

The Assistant Chief is responsible for developing tools and methods, manage existing tools and methods, collecting and analyzing results, interpreting results, and communicating results of all patient experience and customer feedback to clinical and administrative services within the Ralph H. Johnson VA Medical Center, sites of care directly under its control, and as needed, other sites of care which may include Vet Centers, VISN VA sites, National VA sites, and Community Care.

The incumbent is also responsible for working with clinical and administrative staff to develop and implement process improvements, produce and monitor action plans used to improve patient experience scores, and report patient experience scores, action plans, and outcomes for presentation to facility leadership.

The Assistant Chief will serve as the facility expert in patient experience and customer satisfaction tools including, but not limited to Press Ganey, Veteran Signals, SHEP, secret shopper programs, PATS data management, comment cards, phone and kiosk surveys, and all other reporting measures related to patient experience and customer satisfaction.

The incumbent is directly and through subordinate staff responsible for contributing to survey design and development, sampling distributions, clinic and provider updates, managing sampling recommendations, reviewing and modifying survey distributions based on clinic and provider workload, and all other aspects necessary to ensure that all patient experience data is valid, accurate, up-to-date, and actionable.

The Assistant Chief will oversee all contract development, oversight, and actions related to patient experience and customer feedback contracts within the facility.

The incumbent will work with contractors, clinicians, and administrators to develop standard and customized survey and data collection tools and solutions essential in evaluating, trending, prioritizing and improving areas within the facility that impact patient experience and customer satisfaction.

The Assistant Chief provides administrative direction, day-to-day supervision, and general objectives to achieve success through the facility Veteran's Experience Program.

The supervisor and employee develop a mutually acceptable project plan that typically includes identification of the work, the scope of the project, and deadlines for its completion.

Within the parameters of the approved project plan, the employee is responsible for planning and organizing the study, estimating resources and other costs, coordinating with staff and stakeholders, and conducting all phases of the project.

The employee informs the supervisor of potentially controversial findings, issues, or problems with widespread impact.

The Assistant Chief provides general supervision of the work to be done, and defines for the incumbent the objective, priorities, and deadlines within the scope of the incumbent's responsibilities.

The incumbent has considerable autonomy in planning his/her work and in accomplishing the mission objectives of the Veteran's Experience, Patient Centered Care, and Cultural Transformation programs.

The incumbent determines methods to use and approaches to take in resolving conflicts that arise. In general, the incumbent must act professionally and execute all duties with appropriate independence.

Work Schedule: Monday - Friday 7:30 am - 4:00 pm

Compressed/Flexible: May be authorized

Telework: 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#: Customer Service Specialist / PD109590

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Authorized

Permanent Change of Station (PCS): Not Authorized