The VA New Jersey Health Care System (VANJHCS) has an opening for a Program Specialist - Lead Patient Experience Specialist. The Lead Patient Experience Specialist serves as a senior program specialist within the Patient Experience Office. The incumbent is responsible for leading, coordinating, and advancing a comprehensive, facility-wide Patient Experience Program designed to enhance the care experience of Veterans, families, caregivers, and staff.
Team Leader Duties (50%) - Leads and coordinates the work of Patient Experience Specialists and support staff. - Assigns, monitors, and evaluates work ensuring timely completion and alignment with priorities. - Balances workload and adjusts assignments based on operational demands. - Provides technical guidance and resolves complex or sensitive patient issues. - Coaches staff in communication, problem-solving, and service recovery techniques.
- Identifies training needs and develops staff competencies. - Facilitates team meetings and ensures communication of goals and expectations. - Represents the program in meetings with leadership and interdisciplinary teams. - Develops and implements process improvements to enhance service delivery. - Prepares reports, briefings, and presentations for leadership. - Supports performance management by providing feedback and recommendations.
- Coordinates cross-service collaboration to resolve systemic issues. - Maintains policies, procedures, and reference materials. - Serves as acting lead in absence of Chief Experience Officer. - Leads development and delivery of Patient Experience training programs. - Creates educational materials including presentations and online modules. - Ensures new employee orientation includes Patient Experience principles.
- Evaluates training effectiveness and implements improvements. - Collaborates with internal and external stakeholders to enhance program delivery. - Supports HR initiatives and administrative functions as assigned. Quality Assurance (25%) - Develops and implements quality assurance processes for Patient Experience programs. - Conducts audits and reviews to ensure compliance with policies and standards.
- Analyzes performance data to identify trends and improvement opportunities. - Develops data collection strategies and collaborates with services to gather metrics. - Prepares analytical reports including statistical and graphical presentations. - Recommends workflow and process improvements. - Applies continuous improvement methodologies such as Lean principles. - Conducts root cause analyses and develops corrective action plans.
- Evaluates effectiveness of implemented changes. - Supports leadership in performance measurement and accountability. - Identifies risks and proactively recommends mitigation strategies. - Ensures sustainability of improvements through monitoring and evaluation. Consulting and Advisory Services (25%) - Provides expert consultation to leadership on Patient Experience initiatives. - Interprets VHA policies, directives, and accreditation standards.
- Advises on development of policies and standard operating procedures. - Supports audits, inspections, and regulatory reviews. - Analyzes program performance and recommends improvements. - Participates in committees and workgroups supporting organizational goals. - Collaborates with stakeholders to enhance service delivery. - Provides guidance on complex or high-visibility patient concerns. - Communicates findings and recommendations to leadership.
- Supports compliance with accreditation and regulatory requirements. - Engages in professional development to maintain subject matter expertise. Performs other duties as assigned. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad-hoc. This position may be authorized for telework at the discretion of the Agenc. Virtual: This is not a virtual position.
Position Description/PD#: Program Specialist - Lead Patient Experience Specialist/PD07416A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
Rhina.Gelin@va.gov · 347-267-1708
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $105481 – $137128/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-10-19.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-09 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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