Job Listing
Customer Service Specialist
Veterans Health Administration · Posted 54 days ago
Hybrid Charleston, SC $90K – $116K Apply by Jul 30, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ Customer SuccessHealthcare
Apply for this job → About the Role
The Assistant Chief's primary responsibilities include monitoring and coordinating medical center activities to optimize patient experience, tracking and trending customer feedback, optimizing data collection tools used to measure and monitor patient and customer satisfaction, working with clinical and administrative services to improve areas of identified weakness, and providing clinical and admin staff with resources and tools necessary to sustain processes that foster patient-centered care.
What You'll Do
- →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 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.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
- ✓Applicants who refuse to be tested will be denied employment with VA.
- ✓Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 17340e6b-2a50-4d3b-8d72-a8a41845571d
Posted via USAJobs