Program Specialist- Veteran Experience Coordinator

Program Specialist- Veteran Experience Coordinator

Department: Department of Veterans Affairs

Location(s): Anchorage, Alaska

Salary Range: $69099 - $83603 Per Year

Job Summary: This position is organizationally the Veterans Experience Coordinator for Alaska VA Healthcare System. The primary purpose of this position is to assure the timely resolution of patient and family complaints, to identify and participate in the identification and correction of system issues, to educate staff to the role of patient advocacy and to analyze data and identify trends and patterns that create difficulty for patient and or families.

Major Duties:

• The Veteran Experience Coordinator will serve as the subject matter expert, working directly with the One Stop Shop, Patient Advocate, leadership and other service/departments to identify and resolve areas of opportunity within the Medical Center by trending data and presenting the Veteran's perspective / desired resolution. Additional duties include, but are not limited to: -Facilitate with the Patient Advocate on any details related to the Veterans situation and VA reports. -Use a systematic approach to proactively solicit Veteran feedback to make systems improvements, building Veteran trust, confidence, and loyalty. -Actively serve on committees where Veteran concerns are identified, resolved, classified, and/or where Veteran concern trending data is utilized to improve overall service provided to Veteran patients, -Prepares, presents, and/or trends data at various meetings/committees on a regular basis as required, that include, but are not limited to: issue patterns, categories, services, specific cases, specific topics and key drivers of Veteran Satisfaction. -Assists with Community and Public Relations service with involving Veterans to increase community, Veteran awareness of VA healthcare resources and creating Veteran Centex Outreach events. -Compiles final reports of evaluation efforts and notes discrepancies and the planned initiatives for effecting remedial actions. -Establishes administrative controls aimed at ensuing remedial actions are completed as proposed. -Participates in, and may lead as appropriate, any process improvement groups to correct and reduce patient complaints. -Implements change, when possible, initiates work orders, training, and other actions necessary to improve customer relations. -Analyzes retrospective and concurrent service or interdisciplinary concurrent reviews, relating findings to pre-established criteria in order to identify deviations. -Assists patients in understanding their rights in addition to their responsibilities. -Acts to resolve problems, expedite services or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. -Responds both verbally and in writing to congressional, service organization, community group, or other inquiries related to Veteran complaints, grievances, or dissatisfaction. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: TBD during interview Telework: Not authorized Virtual: This is not a virtual position. Position Description/PD#: Program Specialist- Veteran Experience Coordinator/PD503420 and PD503410 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 11/26/2025. 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-09 position you must have served 52 weeks at the GS-07. 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 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 and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's Degree in a related field OR two full years of progressively higher-level education leading to such a degree OR LL.B or J.D., if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. GS-11 Specialized Experience: 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: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training; develop and implement standards, plans, and procedures; responsible for direction, planning, quality and success of program(s) under his/her authority including all corresponding financial resources; represents the facility by accepting invitations to speak and/or participate in outside activities. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a P.h.D., or equivalent doctoral degree OR three full years of progressively higher-level education leading to such a degree OR LL.M, if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. Physical Requirements: Work is mostly sedentary. 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/.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12836632. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 11/26/2025. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. -Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. If initial application submission is updated and resubmitted with a new resume, only the most current resume will be reviewed for consideration. -Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at:https://help.usajobs.gov/faq/application/documents/resume/page-limit.

Application Deadline: 2025-11-26