The position is in the VA Central Iowa Health Care System (VACIHCS). The VACIHCS is a VA healthcare system with a large education program and a regional referral center. VACIHCS operates five Community Based Outpatient clinics located in Mason City, Carroll, Marshalltown, Knoxville and Fort Dodge, Iowa. Comprehensive health care is provided through emergency, primary, specialty, residential, and rehabilitation and extended care.
Duties will include, but may not be limited to the following: Program Development and Management - (40%) Build and sustain a culture of patient-centeredness, recognizing its impact on overall patient satisfaction and care perception. Serve as a strategic, proactive coordinator committed to reinforcing patient-centered program goals. Develop and manage programs using data that reflects the voices of Veterans, family members, caregivers, survivors, and staff.
Navigate multiple data sources such as PATS, Veteran Signals, SAIL, SHEP, Press Ganey, and the All-Employee Survey to inform program development. Foster clear communication among patients, families, caregivers, survivors, staff, community members, and facility leadership to support positive experiences.
Support and coordinate proactive patient experience training and initiatives (e.g., Own the Moment, patient-centered care training, customer service training, New Employee Orientation, supervisory training). Identify training needs and obtain tools to develop, implement, and manage programs that promote a patient-centered culture. Ensure programs also address employee needs that support sustaining a patient-centered environment.
Program Planning - (20%) Engage fully with leadership and staff to promote shared ownership of the Patient Experience across the healthcare system.- Assist committees and program offices in developing and managing patient experience-supportive programs. Support management in planning, organizing, developing, directing, and evaluating operations related to Patient Experience.
Report and document routine summaries of patient and family concerns to inform improvement strategies and service recovery efforts. Communicate relevant information concisely, accurately, and in a timely manner to appropriate parties. Report significant patient experience issues to leadership, designated committees, and service lines. Review comprehensive analyses and recommend appropriate actions.
Recommend and/or ensure follow-up procedures are implemented effectively, efficiently, and on time. Collaborate with facility services and programs to review, assess, and recommend improvements to policies and procedures affecting patient and employee experiences. Participate in leadership meetings, including Joint Commission activities and audits, as the lead representative for Patient Experience.
Provide data, insights, and information related to patient experience and facility practices during leadership engagements. Program Implementation - (20%) Manage the Patient Experience program, which may include related services such as transportation, customer service, and patient advocacy. Establish criteria for internal reviews and apply information gathered to support program improvement.
Monitor and analyze changes in patient experience and satisfaction that impact program implementation. Develop communication materials for patients, families, caregivers, survivors, and staff (fact sheets, brochures, booklets, etc.). Conduct workshops, seminars, and meetings with staff at all levels to explain or improve patient experience practices. Present ideas in innovative, engaging ways to increase understanding of Patient Experience programs and reduce resistance.
Implement mechanisms to evaluate the impact of materials, trainings, and initiatives. Identify areas needing further development and adjust program strategies accordingly. Program Evaluation - (20%) Continuously evaluate program efforts, impact, and overall effectiveness. Use key data sources such as PATS, Medallia, SAIL, and SHEP to assess program performance. Develop and/or support local practices for program and initiative evaluation.
Lead or participate in committees or workgroups that conduct program evaluations. Use evaluation outcomes to help determine resource allocation for Patient Experience efforts. Work Schedule: Monday- Friday; 7:00a.m - 3:30p.m. Virtual: This is not a virtual position.
Position Description/PD#: Health System Specialist - Veteran Experience Coordinator/PD304540 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers.
This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community.
This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.
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/. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
shannon.curry@va.gov · 470-226-6201
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $75284 – $97875/yr.
Applications close on 2026-10-27.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-20 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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