This position serves as the Chief Veteran Experience Officer (VEO) organizationally reporting to the Assistant Medical Center Director. The incumbent will serve as the Veteran Experience Officer directly supporting the management team responsible for planning, organization, development, direction and evaluation of health care system operations as they relate to the patient experience.
The incumbent serves as a Program Specialist, Veteran Experience Officer with the Marion, IL VA Medical Center directly supporting the management team.
Duties include but are not limited to: Develop and manage the Veteran Experience Program Navigate multiple data sources Foster clear communication between patient, family members, caregivers, survivors, staff, community members and facility leadership Support proactive patient experience training and initiatives Address training needs and seek tools to support the efforts to develop, build, implement and manage the program Provide feedback to Services and programs on administrative matters and education/awareness affecting patient centered approaches Engage with staff to support ownership of the patient experience at all levels Conduct broad research and analysis to explore alternatives and concepts for recommendation of a resolution strategy Review data analyses and strategic plans Recommend and/or administer established follow-up procedures Work closely with the Executive Leadership team, services and programs Establish techniques to evaluate milestones, compliance and effectiveness Establish criteria for internal reviews of the program based on standard methods Conduct proactive strategic planning Formulate new and revise existing Health Care System policies and procedures Investigate and analyze adverse quality trends or conditions and initiate corrective actions Design and implement studies, training programs and organizational strategies for identifying opportunities to improve customer service and patient experience Analyze data and information from multiple sources to identify opportunities for improvement Facilitate innovative application of successful practices and quality management methods Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Position may be eligible for ad-hoc telework, at managers discretion.
Virtual: This is not a virtual position. Position Description/PD#: Program Specialist (Veteran Experience Officer)/PD099520 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level. 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/.
valerie.spencer2@va.gov · 859-285-8677
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $89508 – $116362/yr.
Applications close on 2026-09-08.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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