Supervisory Patient Representative

Full Job Description

This position serves as the Supervisory Patient Representative (Veteran Experience Officer) at Harry S. Truman Memorial Veterans' Hospital in Columbia, MO.

The work of the position directly contributes to the mission of the VHA to honor America's Veterans by providing exceptional health care that improves their health and well-being.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/17/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Advanced knowledge of the Survey of Healthcare Experience of Patients (SHEP), Veteran Signals (VSignals), Strategic Analytics for Improvement and Learning (SAIL), Patient Advocate Tracking System (PATS), All Employee Survey (AES), and any other data resources that may be used to analyze the patient experience, advanced skill in the evaluation and coordination of care pertaining to patient advocacy in order to administers information and analytical systems to evaluate and enhance the quality of services provided to Veterans, knowledge of, and skill in applying, investigative, analytical and evaluative principles, concepts, methods, and techniques to the evaluation of patient experience issues in order to develop constructive recommendations for solving problems and improving the effectiveness of services, and expert knowledge of health care system operations and interdependencies of various departments to facilitate the exchange of information as it relates to the Veteran experience.

You will be rated on the following Competencies for this position: Creative Thinking Leadership Organizational Awareness Planning and Evaluating Project Management Teaching Others 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; religions; 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. Note: A full year of work is considered to be 35-40 hours of work per week.

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.

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/.

Major Duties:

The duties of this position include but are not limited to: Responsible for the enhancement, analysis and improvement of operational procedures and policy decisions related to Patient Experience to include standardization, implementation, and sustainment of key operational/business processes.

Conducts comprehensive facility assessments through the analysis of data, comparison of data with established VHA standard and non-VA Patient experience models, and development of detailed and comprehensive reports for facility leaders including assessment results, identification of barriers, and recommendations for initiating and sustaining culture change initiatives.

Leads effort to build, sustain, and implement Patient Experience practices and environments to promote the culture of positive patient experiences based on a whole health and patient centered approach.

Coordinates and implements the continuous improvement of Patient Experience initiatives for clinicians, management, and support personnel - promoting an environment that considers the needs of the patients and staff.

Identifies opportunities to improve experiences and prioritizes and designs action plans for leadership endorsement.

Works closely with hospital leaders to identify priority areas, develop goals, plan improvements, and measure program effectiveness.

Documents patient and family concerns and coordinates efforts to ensure patient issues are received, evaluated, and addressed in a timely and effective manner by the appropriate subject matter experts.

Participates in strategic planning - assisting with the preparation of annual and cyclic planning of documents related to the patient experience program.

Provides feedback and follow up on administrative matters to assure completion of required action and prepares/presents reports and briefings on program status to promote education/awareness affecting patient centered approaches and the patient experience.

Works with services and programs including patient advocates and program/service managers to provide a channel of feedback from patients seeking solutions to problems, concerns, and unmet needs.

Directly supervises facility's Patient Experience service line and program which includes customer service, MyHealtheVet, Patient Education Center, and patient advocacy, and personnel engaged in the accomplishment of Patient Experience functions.

Prepares plans to meet substantial changes in workload and proposes and justifies revisions in staffing levels, work priorities and deadlines. Assigns responsibilities and work to subordinates.

Develops performance standards and conducts appraisals. Monitors and analyzes changes in patient experience and satisfaction services or those that impact such for program implementation.

Evaluates the efficacy of existing systems and processes identified in impacting the patient experience for consideration to improve patient experience.

Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position.

Position Description/PD#: Supervisory Patient Representative/PD098180 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized