Supervisory Program Specialist - Veterans Experience Officer

Full Job Description

The Supervisory Program Specialist serves as the Veteran Experience Officer (VEO) under the Office of the Assistant Director at the West Palm Beach VA Healthcare System (WPBVAHCS).

The Supervisory Program Specialist VEO functions as the key driver and champion for developing, maintaining, and enhancing the Veteran Experience Program, including physical changes in the environment to ensure an exceptional Veteran experience.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/09/2026.

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.

Preferred Experience: Minimum 5 years Supervisory Experience. Track record in customer service roles, strong leadership abilities.

Experience conducting surveys/studies to capture patient feedback and advocacy outcomes, customer service experience includes data management, e.g., compiling, analyzing, preparing reports of outcome, and communicating status.

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: Experience in customer service and patient advocacy; communicating directly with patients, employees, Congressional staff, Veteran's Service Organizations and the community regarding patients' rights; preparing, monitoring, and analyzing data; identifying discrepancies, making corrections, and recommending solutions; evaluating patient surveys, collecting, and evaluating data generated and producing reports relating to quality customer service; supervising employees, performing advocacy related work, and administrative guidance and technical direction.

You will be rated on the following Competencies for this position: 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.

Physical Requirements: This position primarily works in an office setting. Physical demands include sitting, working on a computer at a desk, and answering phone calls.

Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility.

As the supervisor of the Patient Relations Assistants, the incumbent will on occasion assist in covering duties which may require being able to push patients in wheelchairs to/from appointments and assist patients into their mode of transportation.

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 Supervisory Program Specialist VEO will assess current environment, develop action plans/milestones and deliverables, as well as create systems to deliver, demonstrate, and study the outcomes.

The Supervisory Program Specialist VEO is grounded in customer service principles, but also goes beyond the scope of customer service to focus on creating the ultimate experience through exceptional healthcare that improves the Veterans health and well-being.

The Supervisory Program Specialist VEO must have a clear understanding of behavioral and social influences of Human Interactions, Family, Friends, Social Support, Access to Information, Healing Environments, Food and Nutrition, Arts and Entertainment, Spirituality, Complementary Therapies, Whole Health and Healthy Communities.

Duties include, but may not be limited to the following: Provide supervisory and program direction for the Patient Advocacy Program.

Monitor and analyze changes in mission, goals, new legislation and technological advances to assess the impact of the changes on work methods/procedures and to develop new systems which will address these changes.

Initiate interdisciplinary projects to improve organizational performance and the Veteran experience.

Planning the work, setting and adjusting the priorities to prepare the schedules for completion of work.

Provide technical expertise in the field of healthcare planning and comprehensive advice and assistance to the WPBVAHCS Director.

Plays a critical leadership role in developing and coordinating internal review and systems of evaluation to assure that both clinical and administrative activities are following agency and accrediting and regulatory requirements.

regarding possible need for revision of memorandums and policies governing specific Veteran experience planning activities.

The incumbent works with a broad range of leadership and staff to assess priorities that best meet healthcare delivery needs.

Provide active leadership on interdisciplinary committees, task forces and other groups which have the objective of improving organizational performance and/or strategic planning.

Investigate complaints and incidents, coordinating various follow up activities, which are often interdisciplinary and highly sensitive, providing oversight for a comprehensive system of records that document local responses and outcomes, specific to Veteran complaints/concerns.

Ensure the effective management, detailed analysis, and oversight of the effectiveness of the overarching Veteran Experience Program.

Designs studies, training programs and organizational strategies for identifying opportunities to improve the overall quality of the Veteran experience.

Work Schedule: Monday - Friday, 8:00am - 4:30pm Compressed/Flexible: Not Available Telework: Ad-hoc Available Virtual: This is not a virtual position.

Position Description/PD#: Supervisory Program Specialist - Veterans Experience Officer/PD030130 Relocation/Recruitment Incentives: Not Authorized