Location: Manchester,NH, USA
SummaryThis position is located at the Manchester VA serving as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences of care occurs. Due to the diversity of patients, family and staff use of tact, diplomacy, sound judgment, compassion, and flexibility are extremely important.This position is full time at 40 hours per week.This job is open toInternal to an agencyCurrent federal employees of this agency. Clarification from the agencyCurrent permanent employees of the Department of Veterans Affairs including current permanent Career and Career-Conditional employees, current permanent Veterans Canteen Service employees, current permanent full-time Hybrid Title 38 and permanent full-time Title 38 employees.VideosDutiesPatient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Major duties and responsibilities include:Complaint Resolution:The Patient Advocate is tasked with managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. All inquiries (compliments or complaints) no matter how a facility receives them (e.g., in person, email, voicemail, congressional, mail, survey, MyHealtheVet, etc.) must be documented in the Patient Advocate Tracking System (PATS), routed to the point of service, resolved, coded and closed.Patient Advocates assist SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service.Diplomacy, good judgment, compassion, flexibility, and a good sense of humor are required to work with the diversity of patients, family and staff and the complexity and sensitivity of issues which have the potential of controversy or legal action. The ability to comprehend and explain numerous government laws, directives, and policies is required to provide information to individuals representing various levels of educational and cultural backgrounds.Relationship Management:The Patient Advocate maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Service Recovery focuses on extending efforts to make up for a situation or experience that did not meet the expectations of the patient. It is an expectation that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership. Rounding also increases the visibility of the Patient Advocate role and promotes the availability of service which it can provide.Patient Advocate must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees.Data Analysis/System Improvement:Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing meaningful reports based on that data.The Patient Advocate works to identify the elements of clinical or administrative practices which contribute to or create an atmosphere for patient dissatisfaction and recommends appropriating official changes which will reduce or eliminate substantiated complaints.Produces, on a regular basis, a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvementsWork Schedule: Monday-Friday, 08:00am-04:30pmCompressed/Flexible: Not available.Telework: Maybe authorized at supervisor's discretion.Virtual: This is not a virtual position.Position Description/PD#: Patient Representative/PD03173A and PD99864SRelocation/Recruitment Incentives: Not available.Permanent Change of Station (PCS): Not available.Financial Disclosure Report: Not requiredThis position is a NAGE Bargaining Unit position.May be required to attend conference at other facilities or other VA sites on occasion.Current Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.This position is in the Competitive Service.Time-in-Grade Restriction: 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. The grade may have been in any occupation but must have been held in the Federal service.Interchange Agreements with Other Merit System: Employees who occupy medical or medical-related positions and were appointed under 38 U.S.C. 4701(1) or (3) [formerly 38 U.S.C. 4104 (1) and (3)] must be serving in a full-time position without time limit and have served continuously for at least one year in this other merit system to be eligible to convert to the Title 5 System. Some exceptions to this rule may apply if you have previously acquired tenure under a Title 5 appointment.Veterans' preference does not apply for other current permanent Federal agency employeesRequirements Conditions of EmploymentYou 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. QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/21/2024.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 as described below:GS-09Specialized 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: providing customer service to patients; assisting patients and staff with resolving problems or complaints; assisting with identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence.OR,Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position.. OR,Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of successfully completed graduate level education (beyond the first year) and specialized experience as described above, to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. This education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application materials.GS-11Specialized 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: providing customer service to patients and staff with resolving problems or complaints; identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence; collaborating with facility staff to improve the patient experience.OR,Education: completed three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, LL.M., or equivalent doctoral degree in the related field of the position to be filled. The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Degree must be relevant to the position to be filled. OR,Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position.You will be rated on the following Competencies for this position:Analysis and Problem SolvingCommunicationConflict ManagementCritical ThinkingCustomer ServiceManages and Organizes InformationPreferred experience: Excellent communication skills and customer service demonstrated.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: The work includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers.For more information on these qualification standards, please visit the United States Office of Personnel Management's website at transcript must be submitted with your application if you are basing all or part of your qualifications on education.Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: informationReceiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.This job opportunity announcement may be used to fill additional vacancies.VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.BenefitsReview our benefitsHow You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.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.The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.BenefitsReview our benefitsRequired DocumentsAs 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:ResumeSF-50/ Notification of Personnel ActionRésumé Reminder: Your résumé must include the following information each job listed:Job titleDuties (be as detailed as possible)Month & year/end dates (e.g. June 2007 to April 2008)Full-time or part-time (include hours worked per week)Please be aware that your answers well be verified against information provided on your résumé. Be sure that your résumé clearly supports your responses to all of the questions by addressing your work experience in detail.Note: SF-50 Notification of Personnel Action. Current Federal employees, an SF-50 showing your grade & step must be submitted with your application materials. Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying grade & step. Examples of appropriate SF-50's include:Within grade increases at the highest grade heldPromotions with an effective date more than one year oldSF-50's at the highest grade held with an effective date more than one year old.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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 LetterResumeSF-50/ Notification of Personnel ActionTranscriptHow to ApplyAll 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 10/21/2024 to receive consideration. To preview the questionnaire click 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, 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 informationDiane McClurePhone774-###-####...@va.govAddressManchester VA Medical Center718 Smyth RoadManchester, NH 03104USNext stepsOnce 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 TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.Criminal history inquiriesEqual Employment Opportunity (EEO) PolicyFinancial suitabilityNew employee probationary periodPrivacy ActReasonable accommodation policySelective ServiceSignature and false statementsSocial security number requestRequired DocumentsTo apply for this position, you must provide a complete Application Package which includes:ResumeSF-50/ Notification of Personnel ActionRésumé Reminder: Your résumé must include the following information each job listed:Job titleDuties (be as detailed as possible)Month & year/end dates (e.g. June 2007 to April 2008)Full-time or part-time (include hours worked per week)Please be aware that your answers well be verified against information provided on your résumé. Be sure that your résumé clearly supports your responses to all of the questions by addressing your work experience in detail.Note: SF-50 Notification of Personnel Action. Current Federal employees, an SF-50 showing your grade & step must be submitted with your application materials. Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying grade & step. Examples of appropriate SF-50's include:Within grade increases at the highest grade heldPromotions with an effective date more than one year oldSF-50's at the highest grade held with an effective date more than one year old.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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 LetterResumeSF-50/ Notification of Personnel ActionTranscriptHow to ApplyAll 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 10/21/2024 to receive consideration. To preview the questionnaire click 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, 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 informationDiane McClurePhone774-###-####...@va.govAddressManchester VA Medical Center718 Smyth RoadManchester, NH 03104USNext stepsOnce 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 & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.Criminal history inquiriesEqual Employment Opportunity (EEO) PolicyFinancial suitabilityNew employee probationary periodPrivacy ActReasonable accommodation policySelective ServiceSignature and false statementsSocial security number request