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USAJOBS · 3 weeks ago

Supervisory Program Specialist- Chief Consumer Relations Service

Baltimore, Maryland, USA

Full-time

Onsite

Mid, Senior Level

$121K/yr - $157K/yr

1+ years exp

The VA Maryland Health Care System is seeking a Chief, Consumer Relations Service to oversee Patient Advocacy, Patient Satisfaction, and Customer Service programming. The incumbent will manage leadership staff within these programs and ensure compliance with agency policies while enhancing overall service delivery.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

Responsibilities

Incumbent performs administrative work, which includes management and overall scheduling of conference calls and committee meetings for Patient Advocacy, Patient Satisfaction, and Customer Service activities. As an expert on short/longrange planning, recommends and participates in developing strategies for implementing planning for the Patient Advocacy, Patient Satisfaction, and Customer Service Programs on VISN and VAMHCS levels and participates in the development and documentation of long- and short-range planning efforts

Coordinates the preparation of and is a chief contributor to reports and other presentations on program planning and evaluation

The incumbent oversees the daily operation of the units, ensures agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. The incumbent gives advice, counsel, and instruction to employees on both work and administrative matters

The incumbent establishes performance standards and evaluates the performance of subordinate supervisors, makes determinations on grievances, recommends training, and approves leave of subordinate supervisors. The incumbent hears grievances as second level supervisor, reviews recommendations for hiring, promotion, and adverse actions made by subordinate supervisors, and supports and implements established Equal Employment Opportunity policies and programs

Also, protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement the employee signs

The incumbent hears grievances as second level supervisor, reviews recommendations for hiring, promotion, and adverse actions made by subordinate supervisors, and supports and implements established Equal Employment Opportunity policies and programs

The incumbent interviews candidates for positions in the unit; recommends appointments, promotions, and reassignments to unit positions; identifies and provides for training needs; and finds ways to improve production or increase the quality of work within the area of authority

Qualification

Patient AdvocacyCustomer ServicePatient SatisfactionAnalytical MethodsOral CommunicationWritten CommunicationManaging Human ResourcesLeadershipDecision Making

Required

You must be a U.S. Citizen to apply for this job

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

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

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-13 position you must have served 52 weeks at the GS-12

You may qualify based on your experience and/or education as described below

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 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 principles, practices, techniques and methods of Patient Advocacy, Patient Satisfaction, and Customer Service Program services and concepts with the skill to apply this knowledge to the development of a comprehensive and effective consumer relations program

Skill in applying principles, practices, techniques and methods of oral and written communication; analytical methods; and interpersonal relations practices

Formulating ways to enhance the program's effectiveness in an increasingly competitive environment with dwindling financial and human resources

You will be rated on the following Competencies for this position: Communication, Decision Making, Leadership, Managing Human Resources

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs and other organizations

Physical Requirements: The work requires considerable walking; and lifting and transporting relatively light pieces of equipment, brochures, materials and supplies