This position is organizationally the Veterans Experience Coordinator for Alaska VA Healthcare System. The primary purpose of this position is to assure the timely resolution of patient and family complaints, to identify and participate in the identification and correction of system issues, to educate staff to the role of patient advocacy and to analyze data and identify trends and patterns that create difficulty for patient and or families.
To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 11/26/2025. 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-09 position you must have served 52 weeks at the GS-07. For a GS-11 position you must have served 52 weeks at the GS-09. 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. You may qualify based on your experience and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's Degree in a related field OR two full years of progressively higher-level education leading to such a degree OR LL.B or J.D., if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training; develop and implement standards, plans, and procedures; responsible for direction, planning, quality and success of program(s) under his/her authority including all corresponding financial resources; represents the facility by accepting invitations to speak and/or participate in outside activities. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a P.h.D., or equivalent doctoral degree OR three full years of progressively higher-level education leading to such a degree OR LL.M, if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. Physical Requirements: Work is mostly sedentary. 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/.
The Veteran Experience Coordinator will serve as the subject matter expert, working directly with the One Stop Shop, Patient Advocate, leadership and other service/departments to identify and resolve areas of opportunity within the Medical Center by trending data and presenting the Veteran's perspective / desired resolution. Additional duties include, but are not limited to: -Facilitate with the Patient Advocate on any details related to the Veterans situation and VA reports. -Use a systematic approach to proactively solicit Veteran feedback to make systems improvements, building Veteran trust, confidence, and loyalty. -Actively serve on committees where Veteran concerns are identified, resolved, classified, and/or where Veteran concern trending data is utilized to improve overall service provided to Veteran patients, -Prepares, presents, and/or trends data at various meetings/committees on a regular basis as required, that include, but are not limited to: issue patterns, categories, services, specific cases, specific topics and key drivers of Veteran Satisfaction. -Assists with Community and Public Relations service with involving Veterans to increase community, Veteran awareness of VA healthcare resources and creating Veteran Centex Outreach events. -Compiles final reports of evaluation efforts and notes discrepancies and the planned initiatives for effecting remedial actions. -Establishes administrative controls aimed at ensuing remedial actions are completed as proposed. -Participates in, and may lead as appropriate, any process improvement groups to correct and reduce patient complaints. -Implements change, when possible, initiates work orders, training, and other actions necessary to improve customer relations. -Analyzes retrospective and concurrent service or interdisciplinary concurrent reviews, relating findings to pre-established criteria in order to identify deviations. -Assists patients in understanding their rights in addition to their responsibilities. -Acts to resolve problems, expedite services or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. -Responds both verbally and in writing to congressional, service organization, community group, or other inquiries related to Veteran complaints, grievances, or dissatisfaction. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: TBD during interview Telework: Not authorized Virtual: This is not a virtual position. Position Description/PD#: Program Specialist- Veteran Experience Coordinator/PD503420 and PD503410 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized