Patient Experience Officer

About the role

The Patient Experience Officer is responsible for developing, implementing, coordinating and evaluating a comprehensive Patient Centered Culture Program within the medical center and its outpatient clinics. The program is designed to ensure that quality health care services are provided promptly, courteously and with compassionate understanding of Veterans' needs and the needs of those responsible for their care within a patient centered culture. To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 06/15/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements within 30 days of the closing date of this announcement. The grade may have been in any occupation, but must have been held in the Federal service. For a GS-12 position you must have served 52 weeks at the GS-11. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Collect, analyze and trend data; Resolve problems or implement necessary actions and efforts within established policies and/or committee participation; Investigate and analyze adverse quality trends or conditions; Provide advise to medical center leadership, patient representatives, committee's and staff on effective ways to improve customer satisfaction. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Preferred Experience includes: Minimum of 2 years of experience in healthcare setting Minimum of 2 years of supervisor experience Minimum of 2 years of customer service

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