This position is located at the Fort Harrison VA Medical Center. The primary purpose of the position is to serve as the facility's Veterans Experience Officer for Montana VA Health Care System (MTVAHCS). This position is organizationally the Service Line Manager of the Office of Veteran Experience andVeteran Experience Office for the Health Care System and VA clinics.
Serve as liaison between the Health Care System, patients, staff, and the community regarding patient experience, rights, and advocacy. Manage and oversee the Office of Veteran Experience and Patient Advocacy. Assure full implementation and management of Veteran Experience and Advocacy programs. Identify system issues and participate in corrective actions. Educate staff on patient centered strategies and customer service.
Analyze patient data, identify trends, and monitor facility performance. Support proactive training initiatives (New Employee Orientation, customer service, patient focused care). Provide technical and administrative supervision to Patient Advocates Establish performance standards and evaluate staff performance. Review subordinate recommendations for hiring, promotions, and disciplinary actions. Manage Veteran Experience and Patient Advocacy Service operations.
Assist in developing long and short term strategic goals for the Office of Veteran Experience and the Health Care System. Document patient status, summaries, and trends (monthly/quarterly). Communicate relevant issues to leadership. Work across the Health Care System to prevent and resolve patient issues. Interpret policies, resources, and services for patients and families. Identify and help remove institutional barriers to care.
Maintain liaison relationships with Veteran organizations and community groups. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Veterans Experience Officer/PD136290 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/.
V19USAJOBS@VA.GOV · 719-227-4600
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $89508 – $116362/yr.
This position is eligible for telework.
Applications close on 2026-09-30.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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