Summary The Supervisory Health Systems Specialist-Chief Experience Officer (CXO) is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), at the Raymond G. Murphy VA Medical Center (VAMC) in the Experience Office and reports to the Assistant Director. In fulfilling its responsibility to optimize the health and healing of every Veteran, the VA has embraced a patient-centered focus. Moving to a patient-centered approach will require a culture change across the VA. Responsibilities Duties include but not limited to: Provides leadership and develops organizational objectives for the Veteran/Patient, Employee Experience and Customer Service programs that complement the goals and strategic plan for NMVAHCS, VISN 22, and VHA. Develops long-range programmatic plans, goals, objectives, and milestones and evaluates the effectiveness of programs conducted throughout the HCS. Develops innovative ways to resolve major administrative problems or plans the most significant administrative management aspects of professional programs. Manages available resources (personnel, space, equipment, and money) and collaborates in establishing priorities for distributing these resources based on programmatic needs. Assures that data systems are in place and effectively measuring progress and efforts across the system as it relates to Veteran and Employee Experience. Provides oversight of all veteran-specific programs, including Veterans Orientation and VA 101. Utilizes interdisciplinary committees (Employee Engagement, Employee Recognition, Employee Appreciation, Employee Development, Employee Wellness and Employee Innovation) to identify opportunities to enhance employee experience. Committee updates are presented to the Employee Experience Committee (EEC) monthly. Delegates authority to subordinate supervisors and holds them responsible for the performance of their organizational units, including assigning, directing, and reviewing the work of subordinate employees. Recommends selections, promotions, status changes, awards, disciplinary actions, and separations for subordinate service chiefs. In coordination with Human Resources Service, develops employee award and recognition programs and ceremonies which provide positive reinforcement for employee excellence. The incumbent will stay on top of current National Patient Experience and Employee Experience trends and Best Practices, and work in collaboration within VISN 22 in the refinement, implementation and adaptation of VISN Customer Service initiatives. Work Schedule: Monday through Friday, 8:00 a.m.-4:30 p.m. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Health System Specialist-Chief Experience Officer/PD14897O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification 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 interest. In 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/09/2026. 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-12 position you must have served 52 weeks at the GS-11. 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 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. The Occupational Series 0671 includes an Individual Occupational Requirement (IOR). Candidates may not hold a position in this series without meeting one of the IOR requirements established by OPM. Undergraduate or graduate education in a major field of study hospital administration, public health administration, or related fields such as business or public administration with course work in health care administration. OR, Specialized experience: 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; and Government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement. Special Provision for 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 individual's progress and appropriate adjustment of the training program. In addition to meeting the IOR, you may qualify based on your specialized experience as described below: GS-12 grade level: 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: oversee and monitor an effective implementation of facility assessments and uses these assessments to effect changes across the Healthcare System to achieve goals related to the Patient and Employee Experience; Develop innovative ways to resolve major administrative problems or plans the most significant administrative management aspects of professional programs; Assures that data systems are in place and effectively measuring progress and efforts across the system as it relates to Veteran and Employee Experience; Provides oversight of employee development programs; Manages available resources (personnel, space, equipment, and money) and collaborates in establishing priorities for distributing these resources based on programmatic needs. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. You will be rated on the following Competencies for this position: Administration and Management Analysis and Problem Solving Employee Development Organizational Performance Analysis Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. 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/. Education There is no educational substitution at this grade level. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
