Social Worker Program Coordinator - Hampton, United States - US Veterans Health Administration

US Veterans Health Administration

Verified Company

Hampton, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 governmentwide 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 daytoday 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 workarea.
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.

Performs other duties as assigned.

Work Schedule: 8:00am - 4:30pm Monday - Friday

Telework:
Not Eligible for Telework

Virtual:
This is not a virtual position

Functional Statement #: 000000

Permanent Change of Station (PCS): Not Authorized

Recruitment Incentives:
Not Authorized

Financial Disclosure Report:
Not Required.

Requirements:

Conditions of Employment: