This position serves as the Veteran Experience Officer (VEO), organizationally reporting to the Associate Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at the Department of Veterans Affairs (VA). The primary purpose of the VEO is to complete all functions related to Veteran experience matters including Veteran experience efforts and policies and activities that may be developed.
Duties include, but are limited to: Responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. Respond to current patient experience affairs and proactively plan for a sustainable culture that is patient-centric.
Enhance experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification, and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences. Provide the development, maintenance, and operation of the patients' experience model.
Responsible for translating policies, theories, and strategies into action within the complex interrelationships that exist related to the patients' experience model and customer service programs. Work Schedule: Monday through Friday, 7:30 am to 4:00 pm or 8:00 am to 4:30 pm Telework: Ad hoc eligible. Approval based on needs of the service and agency. Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Program Specialist/PD922700 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/.
Maria.Cate@va.gov · 317-626-4529
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $111065 – $144386/yr.
This position is eligible for telework.
Applications close on 2026-10-05.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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