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Veterans Affairs, Veterans Health Administration Registered Nurse - Director of Patient Experience in Palo Alto, California

Summary

The Director of Patient Experience directs patient experience programs at all locations including three inpatient divisions and seven community based outpatient clinics and has responsibility over operational and administrative functions of Patient Experience which includes Veteran and Family Centered Care and Patient Satisfaction programs. Recruitment incentives are not offered for this position.

Responsibilities

THE RN - DIRECTOR OF PATIENT EXPERIENCE: STRATEGIC VISION AND PLANNING Develops and articulates the health system's patient-centered vision, values and goals and integrates them with the vision and goals of VHA and VISN 21. Develops patient-centered brand and marketing strategy; oversees the design of promotional, education and information materials/curricula Serves as technical advisor to the executive leadership team, service chiefs and other leaders Identifies, defines and communicates patient-centered care initiatives throughout the health care system in collaboration with community, regional and national partners and stakeholders. PROGRAM MANAGEMENT AND ADMINISTRATION Oversees the operations and administrative functions of the Patient Experience section of the Quality, Safety and Value (QSV) section Oversees and coordinates patient-centered care initiatives throughout the clinical, educational and administrative spheres of site operations Develops patient-centered care initiative action plans, assembles implementation teams, oversees implementation process and outcomes Develops long and short-range policies for the health care system to create a comprehensive patient and family program and assure a Veteran-centered, integrated health care organization for Veterans and their families Provides oversight and management of the Veteran and Family Advisory Council (VFAC), Veteran and Family Centered Care (VFCC) and Patient Satisfaction programs and coordinates key staff and patient-committees to assure initiatives and efforts are integrated into the strategic plan and sustained over time Develops proactive strategies for soliciting information on the patient experience and responding to patient, employee and community feedback Manages the health care system's compliance with VISN-wide and national initiatives to improve the patient experience, including communicating the health care system's progress and performance on related measures and standards PROGRAM EVALUATIONS Researches opportunities for (and impediments to) cultural transformation Coordinates the collection, analysis and dissemination of data and reports on patient satisfaction Conducts program assessments and provides reports to executive leadership team and key stakeholders regarding success indicators including scores on patient surveys (i.e., HCAHPS, CAHPS, Press-Ganey, Truth Point and PACT) and positive feedback from Veteran and family focus groups Identifies or creates assessment tools to measure identified outcomes EMPLOYEE EDUCATION AND DEVELOPMENT Manages patient-centered educational and employee development activities Develops educational, outreach and marketing materials to disseminate knowledge about patient-centered care programs and initiatives and foster widespread commitment to Veteran and family centered care COMMUNICATION, COORDINATION AND ADVOCACY Serves as a liaison with national, regional and external organizations/representatives that contributes patient-centered care initiatives Establishes and maintains a good relation with various civic and professional groups, service organizations, accrediting agencies, volunteer groups and community at large, as well as individual contacts with patients, visitors and individuals in the community Works with Public Affairs and executive leadership team to promote patient-centered programs (i.e., VFCC and Patient Satisfaction program) and initiatives to staff and services within the health care system Collaborates with staff and patient stakeholders in all areas/services to ensure their priorities and interests are represented in patient-centered care initiatives Provides reports on patient-centered care initiatives SUPERVISORY AUTHORITIES Incumbent provides direct supervision of employees within the Patient Experience section of QSV section, including the Veteran and Family Centered Care Program Manager, Patient Satisfaction Program Manager and program specialists in the Patient Experience and Veteran and Family Centered Care programs Incumbent provides day-to-day oversight of work performed by a staff of professionals engaged in the coordination of improvement and patient-centered care activities Incumbent is responsible as a first level supervisor for planning, directing, organizing and exercising control over non-supervisory positions Work Schedule: Monday through Friday 8:00 AM - 4:30 PM Financial Disclosure Report: Not required

Requirements

Conditions of Employment

Qualifications

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Graduate of a school of professional nursing approved by the appropriate State-accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE). In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (Reference VA Handbook 5005, Appendix G6) OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing. Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade: Nurse I Level I - An Associate Degree (ADN) or Diploma in Nursing, with no additional nursing practice/experience required. Nurse I Level II - An ADN or Diploma in Nursing and approximately 1 year of nursing practice/experience; OR an ADN or Diploma in Nursing and a bachelor's degree in a related field with no additional nursing practice/experience; OR a Bachelor's of Science in Nursing (BSN) with no additional nursing practice/experience. Nurse I Level III - An ADN or Diploma in Nursing and approximately 2-3 years of nursing practice/experience; OR an ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 1-2 years of nursing practice/experience; OR a BSN with approximately 1-2 years of nursing practice/experience; OR a Master's degree in nursing (MSN) or related field with a BSN and no additional nursing practice/experience. Nurse II - A BSN with approximately 2-3 years of nursing practice/experience; OR ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 2-3 year's of nursing practice/experience; OR a Master's degree in nursing or related field with a BSN and approximately 1-2 year's of nursing practice/experience; OR a Doctoral degree in nursing or meets basic requirements for appointment and has doctoral degree in a related field with no additional nursing practice/experience required. Nurse III - Master's degree in nursing or related field with BSN and approximately 2-3 year's of nursing practice/experience; OR a Doctoral degree and approximately 2-3 year's of nursing practice/experience. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Three (3) to five (5) years RN experience within a complex hospital setting with progressive leadership in an independent leadership role (formal or informal) Demonstrated experience utilizing system redesign principles and statistical methods such as data analysis and project management Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling and pushing. Transferring patients and objects may be required. The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations or operative/invasive procedures. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible, individual capable of working effectively in stressful situations, able to shift priorities based on patient needs.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional Information

Annual leave shall accrue for full-time Nurses, and Nurse Anesthetists at the rate of 8 hours for each full biweekly pay period. This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online view the following link for information regarding an Alternate Application.

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