Program Specialist

Summary

Project Activation SpecialistThe incumbent serves as a Project Activation Specialist for the Ralph H. Johnson VA Medical Center. As such, the incumbent's main responsibility is to develop systems and procedures that will assist in the coordination of activities associated with all phases of construction projects including, but not limited to, initial planning, design, on-going construction, and post-construction activation action at all sites of care including the main medical center, all Community Based Outpatient Clinics (CBOCs), leased space, installations, and any other site of care or of interest.The incumbent works under the direction of the Chief of Space Administration, but also with other Senior Management staff including Service Chiefs. The incumbent will work in close coordination and interaction with all sections of the Engineering Service and Information Technology (IT) for all types and scopes of projects (Majors, Minors, NRM's, and station-level projects) to include the coordination of the space management program of the medical center.The incumbent also performs other duties as assigned by the Chief of Space Administration, Director, and other Senior Management officials. Comprehensive and thorough knowledge of Title 38, Hybrid 38 and Title 5 Pay Systems, VA Directives, CFR (Code of Federal Regulations) and VA qualification guidelines, and special pay. Expert knowledge of VHA policies and regulations as they relate to providing care to Veterans and beneficiaries. Must have extensive knowledge of VHA policies that relate to resource allocation and budgetary issues.Team Lead, Data Management and Process ImprovementLeads the team and provides the day-to-day work direction, review, and distribution, balance, and adjustment of workloadMonitors and reports on the progress of the team's work and provides updates to the supervisorCoaches and develops the team using appropriate tools and techniques to address a variety of issues and situationsOversees general administrative issues regarding subordinates' leave, scheduling, appointments, etc.Provides the team formal and informal training information related to patient advocacy service, customer service, techniques, and resources needed to educate themselvesProvides higher-level data management and analysis function for the Patient Advocate teamDevelops and maintains organizational dashboards and data setsRegularly produces cumulative reports which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvementComplaint ResolutionLeads and oversees the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvementsWorks in collaboration with Patient Advocates, Service-Level Advocates (SLAs), and front-line staff to resolve complex issues that occur at the point of service or due to further investigation of the problem(s)Addresses complaints and proactively explores all avenues to identify the nature and scope of the problems and initiates appropriate action to expedite resolutionsPatient Advocate Representation and Relationship ManagementServes as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilitiesDetermines causes of patient dissatisfaction, misinformation, or complaints and documents patient encounters and contacts appropriate services to establish resolutionsLeads and ensures that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership.Leads staff in responding to patients' inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions.Work Schedule: Monday -Friday 07:00 am- 3:30 pmCompressed/Flexible: Not AuthorizedTelework: Ad-Hoc may be authorized, VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.Virtual: This is not a virtual position.Position Description/PD#: Program Specialist- Activation Spec/ PD00048ARelocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized

Job Description

Project Activation SpecialistThe incumbent serves as a Project Activation Specialist for the Ralph H. Johnson VA Medical Center. As such, the incumbent's main responsibility is to develop systems and procedures that will assist in the coordination of activities associated with all phases of construction projects including, but not limited to, initial planning, design, on-going construction, and post-construction activation action at all sites of care including the main medical center, all Community Based Outpatient Clinics (CBOCs), leased space, installations, and any other site of care or of interest.The incumbent works under the direction of the Chief of Space Administration, but also with other Senior Management staff including Service Chiefs. The incumbent will work in close coordination and interaction with all sections of the Engineering Service and Information Technology (IT) for all types and scopes of projects (Majors, Minors, NRM's, and station-level projects) to include the coordination of the space management program of the medical center.The incumbent also performs other duties as assigned by the Chief of Space Administration, Director, and other Senior Management officials. Comprehensive and thorough knowledge of Title 38, Hybrid 38 and Title 5 Pay Systems, VA Directives, CFR (Code of Federal Regulations) and VA qualification guidelines, and special pay. Expert knowledge of VHA policies and regulations as they relate to providing care to Veterans and beneficiaries. Must have extensive knowledge of VHA policies that relate to resource allocation and budgetary issues.Team Lead, Data Management and Process ImprovementLeads the team and provides the day-to-day work direction, review, and distribution, balance, and adjustment of workloadMonitors and reports on the progress of the team's work and provides updates to the supervisorCoaches and develops the team using appropriate tools and techniques to address a variety of issues and situationsOversees general administrative issues regarding subordinates' leave, scheduling, appointments, etc.Provides the team formal and informal training information related to patient advocacy service, customer service, techniques, and resources needed to educate themselvesProvides higher-level data management and analysis function for the Patient Advocate teamDevelops and maintains organizational dashboards and data setsRegularly produces cumulative reports which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvementComplaint ResolutionLeads and oversees the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvementsWorks in collaboration with Patient Advocates, Service-Level Advocates (SLAs), and front-line staff to resolve complex issues that occur at the point of service or due to further investigation of the problem(s)Addresses complaints and proactively explores all avenues to identify the nature and scope of the problems and initiates appropriate action to expedite resolutionsPatient Advocate Representation and Relationship ManagementServes as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilitiesDetermines causes of patient dissatisfaction, misinformation, or complaints and documents patient encounters and contacts appropriate services to establish resolutionsLeads and ensures that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership.Leads staff in responding to patients' inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions.Work Schedule: Monday -Friday 07:00 am- 3:30 pmCompressed/Flexible: Not AuthorizedTelework: Ad-Hoc may be authorized, VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.Virtual: This is not a virtual position.Position Description/PD#: Program Specialist- Activation Spec/ PD00048ARelocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized