Supervisory Program Specialist

This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), VA Health Care System (VAHCS), Fayetteville, NC in the Executive Office and is a key member of the Assistant Director's Management Staff for the HCS Fayetteville, NC and shares responsibility for station planning, programming, budgeting and general administration.Major duties include but are not limited to:The incumbent reviews and advises the Director on specific problems or sensitive issues affecting the patient/family-centered care experience and service excellence; coordinates and oversees the development and implementation of improved Veteran experiences policies, plans, procedures and internal controls to remediate improvement areas and related deficiencies; establishes baseline standards for delivery of services and interaction between staff.Develop actions for improving customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups.Design and conduct actions and initiatives incorporating measurable results to be used to address complex customer service issues.Incumbent maintains accountability to the Assistant Director for all matters pertaining to the Veteran experience, patience care advocacy.Performs management and/or program support work such as planning, research, analysis, correspondence control, communication, training program administration, special projects, board/committee-related work and program liaison for the Customer Service Program within Fayetteville, NC VA Coastal HealthCare System.Develops and prepares statistical reports and graphic presentations and keeps medical center leadership updated on a recurring basis and oversees the Veteran Experience and Customer Service training programs at all sites of care.Provides technical and administrative supervision to the Engagement and Experience Customer Service Program.Establish performance standards and evaluates the performance of subordinate staff makes determinations on grievances, recommends training and approves leave of subordinate staff.Exercises a full range of managerial and supervisory personnel management responsibility and authority in directing Customer Service Program personnel.Incumbent oversees the proactive Veteran Experience Program to promote customer relations and a culture of excellence, serving as a liaison between the Veterans, staff and other supporting activities.Develops both long and short-range policies and plans for the organization by coordinating the customer service and medical administration needs of the medical center or network.Plays a central role in developing and coordinating internal review systems to assure that both internal and external customer service activities are in compliance with agency and accrediting and regulatory requirements.Performs other related duties as assigned.Work Schedule: 8:00a.m. -4:30 p.m., Monday-FridayTelework: Ad-hoc at the Supervisor's discretionVirtual: This is not a virtual position.Position Description/PD#: Supervisory Program Specialist/PD083720Relocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not AuthorizedFinancial Disclosure Report: Not required