Job Listing
Patient Experience Officer
Veterans Health Administration · Posted 1 days ago
Hybrid Spokane, WA $90K – $117K Apply by Jun 15, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ
Apply for this job → About the Role
The Patient Experience Officer is responsible for developing, implementing, coordinating and evaluating a comprehensive Patient Centered Culture Program within the medical center and its outpatient clinics. The program is designed to ensure that quality health care services are provided promptly, courteously and with compassionate understanding of Veterans' needs and the needs of those responsible for their care within a patient centered culture.
What You'll Do
- →Duties include but are not limited to: Lead and act as a catalyst in promoting a patient centered culture.
- →Lead and supervise Patient Advocate staff; set and adjust short and long-term priorities; plan work to be accomplished; assess staffing needs; ensure positions are appropriately manned to cover all program functions.
- →Develop and communicate performance standards to staff; provide staff feedback on performance informally, on a regular basis; complete and communicate performance appraisals, measured against performance standards, at the end of the appraisal cycle.
- →Provide advice, counsel, and instruction to staff on work and administrative matters.
- →Identify developmental and training needs of staff; provide or arrange for needed development and training.
- →Advocate to leadership and/or program officials for training resources.
- →Hear and resolve issues and complaints from staff, refer grievances and more serious unresolved complaints to higher-level officials as needed.
- →Effect minor disciplinary measures.
- →Recommend more serious disciplinary actions to higher level supervisor.
- →Interview and select candidates for vacancies, promotions, details and reassignments.
- →Apply EEO and merit promotion principles and requirements to all personnel management actions and decisions to ensure that all personnel are treated in a manner that is free of discrimination.
- →Develop actions for improving customer satisfaction based on review of the Patient Advocate, Tracking System, National Survey Results (SHEP), Community Survey results, Internal Survey results, and Focus Groups.
- →Plans, accomplishes, and manages special projects to facilitate a better patient centered cultured program at all VISN 20 facilities.
- →Tracks and interprets customer data to identify trends in problem areas and make recommendations regarding methods, practices, and procedures to address problem resolution.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓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, 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: 1a8d0b2e-488c-4753-b6b1-4b1e61cc35e6
Posted via USAJobs