The program manager position is located in the Office of Veteran Experience and Employee Engagement (OVE&EE) at the Ann Arbor VA Healthcare System. The program manager provides expert advice, analysis and guidance on both operational and strategic issues regarding customer service and service recovery, taking into account the complex and ever-changing local, state, and national health care environment.
Major duties of this position will include, but are not limited to: Provide expert advice, analysis and guidance on both operational and strategic issues regarding customer service and service recovery, taking into account the complex and ever-changing local, state, and national health care environment. Conduct special studies, manage projects, develop proposals, and serve as the facility representative in support of VISNN ACO customer service initiatives.
This includes coordination and delivery of customer service training programs aimed at service delivery, service recovery and improvement in the overall experience of the Veteran. Collaborates closely with service chiefs, members of the executive team and VISNN ACO communities of practice to ensure alignment of program goals, analysis and reporting of performance and coordination of initiatives.
Conduct detailed analysis of aggregate data, conducts special studies and develops facility plans. He/she utilizes lean concepts to lead facility teams aimed at implementing initiatives and improving performance associated customer service. Create tactical and operational plans to improve customer service. He/she ensures alignment with facility, VISN and VHA strategic plans.
Interpret and write policies, procedures, and program guidelines in the development, planning, operations, and continuous performance improvement of the Patient Advocate Program. Develop a facility-wide plan and customer service training schedule related to the improvement of customer service and service recovery. Responsible for the coordination and tracking of the facility's overall response related to controlled correspondence ( congressional or White House).
He/she works closely with the executive leadership team and service chiefs to ensure accurate, timely, responses aimed at service recovery. Serve as subject matter expert for the Patient Advocate Program and Customer Service initiatives. He/she provides administrative and technical oversight as it relates to customer service programs and initiatives across the Ann Arbor VA Healthcare System.
Responsible for ensuring appropriate use of the Patient Advocate Tracking System (PATS-R) or other approved software by designated employees throughout the medical center, including patient advocates, patient advocates assistants, service chiefs, members of the executive team and designated service liaisons. Exercises the full range of managerial and supervisory personnel management responsibility and authority in directing Veteran Experience program personnel.
Establish effective lines of communication and a positive work environment.
In addition to being responsible for assuring that acceptable quality and quantity of work is performed, incumbent carries out the following authorities and responsibilities: plans work to be accomplished by staff; set immediate priorities and prepares schedules for completion of work; assigns work to staff based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees work performance of assigned staff.
Work Schedule: Monday - Friday, 08:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD928660 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
miguel.aguilar@va.gov · (559) 241-6665
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $98729 – $128350/yr.
Applications close on 2026-09-25.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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