Customer Experience Coordinator jobs in Newport News, VA

Duties

The Customer Experience Manager is responsible for the overall planning, organization, directing, controlling, and evaluating programs and outcomes impacting patient and employee engagement; daily attention to the resolution of complex customer service problems; participation in executive-level decision making deliberations, and execution of a comprehensive systems improvement program. In addition the incumbent must be a skilled communicator capable of developing effective partnerships with key stakeholders, local, state and federal agencies as well as non-governmental
organizations.

• Administers and plans a customer satisfaction and employee relations program for a complex medical center.
• Will bring the voice of customers, stakeholders, and partners into the organization.
• Promotes and leads organizational change, leveraging its impact.
• Will develop plans to convert customer and Employee Engagement strategic goals into actions.
• The incumbent will design and incorporate measurable results to be used to address complex customer service issues.
• The Customer Experience Manager will be responsible for training and interpretation of customer data to identify trends and make recommendations regarding methods, practices, and procedures to address problem resolution.
• As a supervisor, the incumbent is responsible for the following:
  
  • Coordinates staffing, and work assignments for patient advocates
  • Reviews the work of subordinates
  • Coordinates workload assignments and solves problems related to the work.
  • Explains and gains the support of employees for developing, implementing and managing policies and establishing goals, in addition to working to achieve the objectives of government-wide personnel programs and policies.
  • Responsible for analyzing and evaluating professional and technical competency of staff assigned to the program.
  • The incumbent fosters and supports the use of novel rehabilitation techniques and sensitive, tactful, supervision of patients and personnel.
  • The incumbent insures that all subordinate staff, work cooperatively with other staff members in matters related to community relations, total program planning and individual patient treatment.
  • Responsible compliance of all performance measures related to Customer Service
• The incumbent practices independently, exercising initiative and independent judgment in day-to-day activities. Supervision/consultation is of an administrative and professional nature; with the supervisor providing guidelines as to the general policy and direction of Social Work or the Customer Experience/Customer Service program the incumbent coordinates.
• The incumbent is responsible for developing a mutually acceptable project plan which typically involves identification of the work to be done, the· scope of the project, and the deadlines for its completion.
• The incumbent is responsible for planning and organizing the work, coordinating with staff and line management personnel, and conducting all phases of the project.
• Completed projects, evaluations, reports, or recommendations are evaluated by the supervisor for compatibility with organizational goals, guidelines, and effectiveness in achieving intended objectives.
• Incumbent is responsible for ensuring the work assignments of the Customer Service team are carried out by performing a range of duties, such as:
  
  • Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work;
  • Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments and the capabilities of employees,
  • Recommends selections for subordinate positions.
  • Hearing and resolving group grievances and effects minor disciplinary actions, as necessary. Recommending more serious, unresolved complaints to the appropriate area.
  • Conducts interviews, identify developmental and training needs, and provide or arrange necessary training.
  • Develops strategies to improve workflow and increase efficiencies with the designated work-area.
  • Utilizes technical knowledge ensures the timely execution of the performance management process through the development of performance standards, annual evaluations, and as necessary, performance improvement plans.

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.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  To apply for this position, you must provide a complete Application Package which includes:
  

  • License
  • Resume
  • Transcript

  
  
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
  
  

  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (Schedule A)
  • Disability Letter (VA)
  • License
  • Misc
  • PCS Orders
  • Performance Appraisal
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript

  
  
  Although Hybrid Title 38 occupations follow Title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to Hybrid Title 38 occupations reported among the occupations with the largest staffing shortages. FY 2024 VHA SHORTAGE OCCUPATIONS APPROVED FOR WAIVER OF VETERANS' PREFERENCE:

  • Biomedical Engineer, 0858

  • Diagnostic Radiologic Technologist, 0647

  • General Engineering (Healthcare Engineer), 0801

  • Medical Instrument Technician, 0649

  • Medical Supply Aide and Technician (Sterile Processing), 0622

  • Medical Support Assistant, 0679

  • Medical Technician (Medical Laboratory Technician), 0645* (NOTE: Veterans' preference cannot be waived prior to the hybrid title 38 qualification standard for this occupation being published on October 6, 2023.)

  • Medical Technologist, 0644

  • Nursing Assistant, 0621

  • Pharmacist, 0660

  • Pharmacy Technician, 0661

  • Practical Nurse, 0620

  • Psychologist, 0180

  • Social Worker, 0185

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/06/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12346287.

  • To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.

  • Click Submit My Answers to submit your application package.

  NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
  
  To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
  

  Agency contact information

  Antonio Deans

  Phone

  951-234-6167

  Email

  Antonio.Deans@va.gov

  Address

  Hampton VA Medical Center
  100 Emancipation Drive
  Hampton, VA 23667
  US

  Next steps

  Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
  
  You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
  
  NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

This Job Announcement is open to the public.