Supervisory Program Specialist

This position serves as the Supervisor of the Patient Representatives and the Patient Relations staff as well as functioning as a Patient Representative at the Miami VA. They are responsible for the organization, administration, planning, integrity and evaluation of the Patient Advocate and Patient Relations Program, and serves as the liaison between the Miami VAHCS and patients, families, Congressional staff, and community partners, and reports directly to the Assistant Medical Center Director.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/09/2025. 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-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. Preferred Experience: Minimum 5 years Supervisory Experience. Track record in customer service roles, strong leadership abilities. Experience conducting surveys/studies to capture patient feedback and advocacy outcomes, customer service experience includes data management, e.g., compiling, analyzing, preparing reports of outcome, and communicating status. You may qualify based on your experience as described below: Specialized Experience: 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: Experience in customer service and patient advocacy; communicating directly with patients, employees, Congressional staff, Veteran's Service Organizations and the community regarding patients' rights; preparing, monitoring, and analyzing data; identifying discrepancies, making corrections, and recommending solutions; evaluating patient surveys, collecting, and evaluating data generated and producing reports relating to quality customer service; supervising employees, performing advocacy related work, and administrative guidance and technical direction. You will be rated on the following Competencies for this position: Accountability Customer Service Leadership Problem Solving 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: This position primarily works in an office setting. Physical demands include sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the Patient Relations Assistants, the incumbent will on occasion assist in covering duties which may require being able to push patients in wheelchairs to/from appointments and assist patients into their mode of transportation. 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/.