USAJOBS · 1 day ago
Supervisory Patient Representative
Columbia, Missouri, USA
Full-time
Onsite
Mid, Senior Level
$90K/yr - $90K/yr
1+ years expHarry S. Truman Memorial Veterans Hospital is seeking a Supervisory Patient Representative (Veteran Experience Officer) in Columbia, MO. This role is crucial in enhancing patient experience and involves analyzing operational procedures, conducting facility assessments, and leading initiatives to improve patient care and satisfaction.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
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
Qualification
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)
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/17/2026
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
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
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
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications
Preferred
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 administer 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
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
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.
Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
Company
USAJOBS
USAJOBS enables federal job seekers to access job opportunities across hundreds of federal agencies and organizations.
10001+ employees
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase