Summary The incumbent is based at the VA Puget Sound Healthcare System and serves in the Patient Experience (Volunteer Support) Service as the Supervisory Program Specialist (Patient Experience Officer). Responsibilities Duties include but are not limited to the following: Assisting with the development, pilot and on-going implementation of customer service (CS) initiatives and patient centered care (PCC) efforts. Develop opportunities for community engagement, as well as engaging patients and clinicians in initiatives. Develop Tool-Kits and other resources for evaluation and dissemination of PCC initiatives. Develop a decentralized model of Patient Advocacy. Assure that the organization has trained Service Level Patient Advocate(s). Review patient satisfaction data (i.e. SHEP/PATS) and recommend action plans. Monitor and analyze production efficiency in order to implement and/or recommend process changes. Serve as advisor to staff regarding policies, procedures, and directives regardi...