Health System Specialist Veteran Experience Coordinator

Duties will include but may not be limited to the following:

Program Development and Management - (40%)

• Build and sustain a culture of patient-centeredness recognizing its impact on overall patient satisfaction and care perception.
• Serve as a strategic proactive coordinator committed to reinforcing patient-centered program goals.
• Develop and manage programs using data that reflects the voices of Veterans family members caregivers survivors and staff.
• Navigate multiple data sources such as PATS Veteran Signals SAIL SHEP Press Ganey and the All-Employee Survey to inform program development.
• Foster clear communication among patients families caregivers survivors staff community members and facility leadership to support positive experiences.
• Support and coordinate proactive patient experience training and initiatives (e.g. Own the Moment patient-centered care training customer service training New Employee Orientation supervisory training).
• Identify training needs and obtain tools to develop implement and manage programs that promote a patient-centered culture.
• Ensure programs also address employee needs that support sustaining a patient-centered environment.

Program Planning - (20%)

• Engage fully with leadership and staff to promote shared ownership of the Patient Experience across the healthcare system.- Assist committees and program offices in developing and managing patient experience-supportive programs.
• Support management in planning organizing developing directing and evaluating operations related to Patient Experience.
• Report and document routine summaries of patient and family concerns to inform improvement strategies and service recovery efforts.
• Communicate relevant information concisely accurately and in a timely manner to appropriate parties.
• Report significant patient experience issues to leadership designated committees and service lines.
• Review comprehensive analyses and recommend appropriate actions.
• Recommend and/or ensure follow-up procedures are implemented effectively efficiently and on time.
• Collaborate with facility services and programs to review assess and recommend improvements to policies and procedures affecting patient and employee experiences.
• Participate in leadership meetings including Joint Commission activities and audits as the lead representative for Patient Experience.
• Provide data insights and information related to patient experience and facility practices during leadership engagements.

Program Implementation - (20%)

• Manage the Patient Experience program which may include related services such as transportation customer service and patient advocacy.
• Establish criteria for internal reviews and apply information gathered to support program improvement.
• Monitor and analyze changes in patient experience and satisfaction that impact program implementation.
• Develop communication materials for patients families caregivers survivors and staff (fact sheets brochures booklets etc.).
• Conduct workshops seminars and meetings with staff at all levels to explain or improve patient experience practices.
• Present ideas in innovative engaging ways to increase understanding of Patient Experience programs and reduce resistance.
• Implement mechanisms to evaluate the impact of materials trainings and initiatives.
• Identify areas needing further development and adjust program strategies accordingly.

Program Evaluation - (20%)

• Continuously evaluate program efforts impact and overall effectiveness.
• Use key data sources such as PATS Medallia SAIL and SHEP to assess program performance.
• Develop and/or support local practices for program and initiative evaluation.
• Lead or participate in committees or workgroups that conduct program evaluations.
• Use evaluation outcomes to help determine resource allocation for Patient Experience efforts.

Work Schedule: Monday- Friday; 7:00a.m - 3:30p.m.
Virtual: This is not a virtual position.
Position Description/PD#: Health System Specialist - Veteran Experience Coordinator/PD304540
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care you will operate in a model with three core elements seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veterans community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor Americas Veterans by providing exceptional health care that improves their health and well-being.

• You must be a U.S. Citizen to apply for this job
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

To qualify for this position applicants must meet all requirements by the closing date of this announcement 10/27/2026.

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 by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation but must have been held in the Federal service. 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 this instance you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

In order to qualify for this position you must meet one of the Individual Occupational Requirement as stated below:

Individual Occupational Requirement: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to: Progressively responsible analytical or administrative or clinical management or supervisory experience in the health care field. This work may have been performed in an operating health care facility or a higher organizational echelon with advisory or directional authority over such facilities. Work must have involved a close working relationship with facility managers and analysis and/or coordination of administrative clinical or other service activities and provided knowledge of the following:

• Missions organizations programs and requirements of health care delivery systems
• Regulations and standards of various regulatory and credentialing groups
• Government-wide agency and facility systems and requirements in various administrative areas such as budget personnel and procurement. OR

Inservice Placement: Successful completion of an agency-sponsored on-the-job training program may be substituted for qualifying experience provided it included a formal individualized training plan. Such a training program must have been conducted in an operating health care system and included:

• Assignments providing a knowledge of basic health system administration philosophies practices and procedures and basic government administrative policies and requirements;
• Practical assignments providing an opportunity to apply health system administration skills and principles (as the individual progresses work assignments must be characteristic of the grade level to which he or she is assigned); and
• Oversight by an experienced health system administrator with periodic evaluation of the individuals progress and appropriate adjustment of the training program. OR

Education Substitution: successfully completed a Ph.D. or equivalent doctoral degree OR three (3) full years of progressively higher level graduate education leading to such a degree Or LL.M in the related field of the position to be filled (i.e. hospital administration public health administration or related fields such as business or public administration with course work in health care administration). The education portion must include courses that demonstrate the knowledge skills and abilities necessary to do the work of this position. Education must have been obtained in an accredited college or university. OR

Combination Education and Specialized Experience: equivalent combination of successfully completed graduate level (beyond a masters degree) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge skills and abilities necessary to do to the work of this position (i.e. hospital administration public health administration or related fields such as business or public administration with course work in health care administration). NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at

Required Experience:

IC