OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? Vancouver is the oldest city in Washington. If adventure is your bag, Vancouver is the perfect base for day trips to the Columbia River Gorge, the breathtakingly beautiful 70-mile river stretch that cuts through the Cascade Mountains, or Mount St. Helens, the site of the famous volcano, both of which offer a slew of outdoor activities. For calmer pastimes, cruise the picturesque river in the Columbia Gorge riverboat, or visit Beacon Rock, the world's second largest monolith, where a walking trail leads to spectacular panoramic views. For more information, visit: https://www.cityofvancouver.us/ DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation.["Serves as the VISN's lead for building, sustaining, and implementing Patient Experience and Employee Engagement practices that promote a whole-health, patient-centered culture. Responds to patient-experience issues, anticipates emerging needs, and guides VISN-wide efforts toward a consistent, positive patient experience. Major duties include but are not limited to: Leadership & Oversight - Lead VISN-wide Patient Experience initiatives and foster a culture centered on the patient. - Supervise and collaborate with patient advocates, program coordinators, public affairs officers, and data staff to translate data into actionable insights. - Partner with facilities to drive continuous improvement and ensure strong commitment to patient-experience goals. - Support training and initiatives such as Own the Moment, patient-centered care, new employee/patient orientation, and supervisory development. Program Development & Management - Build and sustain a proactive, patient-centered culture through strategic planning and ongoing reinforcement. - Work with the National Veterans Experience Office to develop programs driven by Veteran and staff feedback from PATS, VSignals, SAIL, SHEP, AES, and other data sources. - Ensure clear communication between VISN leadership and PX Officers to support consistent practices across facilities. - Provide guidance and feedback on administrative, educational, and culture-related matters influencing patient experience. Program Planning - Serve as a Health System Specialist and internal consultant to VISN leadership on planning, developing, and implementing customer-service and patient-experience programs. - Develop strategic plans, meet directive requirements, and prepare annual and cyclic planning documents. - Analyze diverse feedback data, identify trends, and propose and implement solutions. - Produce required reports that support program planning and decision-making. Program Implementation - Manage the VISN Patient Experience Program, including oversight of medical center services such as customer service, transportation, and patient advocacy. - Establish criteria for internal reviews and apply findings to improve program operations. - Monitor changes affecting patient satisfaction and advise staff and managers on improvement opportunities. - Conduct workshops, seminars, and meetings to enhance patient-experience knowledge and practices. - Analyze data and recommend actions that drive innovative quality improvements. Program Evaluation - Continuously evaluate the effectiveness and impact of patient-experience initiatives using data from PATS, Medallia, SAIL, SHEP, and other sources. - Develop and support local evaluation practices to assess program outcomes. - Lead or participate in committees and workgroups, share findings with leadership, and help scale successful practices. - Use evaluation results to inform resource allocation and future program improvements. Work Schedule: Monday - Friday; 7:30am - 4:00pm PST Virtual: This is not a virtual position. Position Description/PD#: Health System Specialist/PD10340A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI) Not Approved. Permanent Change of Station (PCS): Not Approved."]