Patient Representative (Patient Advocate)
: Job Details :

SummaryPatient Representative serves as a Patient Advocate under the Associate Deputy. Position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution. Patient Advocate works exclusively in the Patient Advocate Tracking System (PATS). Provides coverage for fellow Patient Advocates and may be called upon to serve as the Acting Patient Advocate Supervisor. The Patient Advocate reports to the Patient Advocate Supervisor.Learn more about this agencyHelpOverview* Accepting applications* Open & closing dates12/12/2024 to 12/20/2024* Salary$59,966 - $94,317 per year* Pay scale & gradeGS 9 - 11* HelpLocation1 vacancy in the following location:* Bay Pines, FL 1 vacancy* Remote jobNo* Telework eligibleYes-as determined by the agency policy.* Travel RequiredNot required* Relocation expenses reimbursedNo* Appointment typePermanent* Work scheduleFull-time - Monday - Friday 8:00 am - 4:30 pm* ServiceCompetitive* Promotion potential11* Job family (Series)* 0301 Miscellaneous Administration And Program* Supervisory statusNo* Security clearanceOther* Drug testNo* Position sensitivity and riskNon-sensitive (NS)/Low Risk* Trust determination process* Suitability/Fitness* Financial disclosureNo* Bargaining unit statusNo* Announcement numberCBTC-12635201-25-SJ* Control number823641600HelpThis job is open to* Internal to an agencyCurrent federal employees of this agency.* Career transition (CTAP, ICTAP, RPL)Federal employees who meet the definition of a surplus or displaced employee.Clarification from the agencyThe area of consideration is current, permanent employees of the Bay Pines VA Healthcare System and satellite offices and those employed by the Department of Veterans Affairs.VideosHelpDutiesInclude but not limited to:* Manages the comprehensive Veteran Centered Complaint Resolution (VCCR) and service recovery processes, including final resolutions, data capture, trend analysis of issues and complaints, and communication of trends to facility leadership to help drive system improvements.* Collaborate with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience throughout the organization.* Responsible for complaint resolution with service recovery, receiving compliments, working with Service Level Advocates to help resolve issues and concerns and communicating with patients about their experiences of care.* Refers specific problems not covered by the Supervisor's instructions or standard operating procedures to Supervisor/Lead Specialist for assistance and/or a decision.* Follows established procedure/instructions that describe how the work is to be done and the modifications or exceptions that can be made.* Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.* Reviews documentation and records, and discusses with personnel or witnesses regarding any practice that appearsto violate the patient's rights.* Resolve the most difficult and complex complaints, expedite services, and implement necessary corrective measures within established facility policies.* Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to patients.Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.Virtual: This is not a virtual position.Position Description/PD#: Patient Representative (Patient Advocate)/PD99864A and PD99864SRelocation/Recruitment Incentives: Not authorized.HelpRequirementsConditions 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* 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* 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, 12/20/2024.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.Preferred Experience: 1 year of experience of specific responsibility for addressing customer service complaints.Selective Placement Factor: To be considered for entry as GS-11, must have 1 year of experience as a facility Patient Representative.Minimum Qualification Requirement:GS-09 Level:* Specialized Experience: GS-09 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: Provides customer service to patients; assisting patients and staff with resolving problems or complaints; assists with identifying problem areas and suggesting solutions or alternatives; explains policies and procedures; keeps accurate records and prepares 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 Master's or equivalent graduate degree or, 2 full years of progressively higher level graduate education leading to such a degree, or, LL.B. or J.D., if related. Or,* Combination: Applicants may also combine education and experience to qualify at this level. You must have an an appropriate combination of specialized experience and education.GS-11 Level:* Specialized 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: Manages the facility's Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements; serves as the liaison between the facility, patients, staff, and the community, ensuring patient rights and responsibilities, advocacy, and services are available; 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. Or,* Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, orLL.M., if related. Or,* Combination: Applicants may also combine education and experience to qualify at this level. You must have an an appropriate combination of specialized experience and education.You will be rated on the following Competencies for this position:* Analysis and Problem Solving* Communication* Conflict Management* Critical Thinking* Customer Service* Manages and Organizes InformationExperience 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 sitting, 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 employee is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the employee 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.This job opportunity announcement may be used to fill additional vacancies.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.Read more* BenefitsHelpA 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 benefitsEligibility 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.How 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 WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.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.For more information on the Who may apply eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.* BenefitsHelpA 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 benefitsEligibility 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 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:* Resume* SF-50/ Notification of Personnel ActionThe following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal/VA employees), documentation to support CTAP (for displaced Federal/VA employees). You will not be contacted for additional information.* Cover Letter* Resume* Separation Notice (RIF)* SF-50/ Notification of Personnel Action* TranscriptSF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):* Most recent SF-50 if you are a current or former Federal employee* An SF-50 showing 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* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.* General Adjustment SF-50's do not provide the information to reflect time-in-grade requirement has been met and therefore cannot be the only SF-50.* If you are currently serving in a Hybrid Title 38 position, your SF-50's must reflect you have been in the position longer than one year.Examples of appropriate SF-50's to include:* Most recent SF-50; And,* Within grade increases at the highest grade held; or* Promotions with an effective date more than one year old; or* SF-50's at the highest grade held with an effective date more than one year old.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 ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the 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 12/20/2024 to receive consideration. To preview the questionnaire click To begin, click Apply Online to create a USA JOBS 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 Application 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.Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at 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.Agency contact informationVilnalys Irizarry-BrisuenoPhone (787) ###-#### X126196 Email ...@va.govAddress CW Bill Young Department of Veterans Affairs Medical Center10000 Bay Pines BoulevardBay Pines, FL 33744USLearn more about this agencyNext 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 inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestHelpRequired DocumentsTo apply for this position, you must provide a complete Application Package which includes:* Resume* SF-50/ Notification of Personnel ActionThe following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal/VA employees), documentation to support CTAP (for displaced Federal/VA employees). You will not be contacted for additional information.* Cover Letter* Resume* Separation Notice (RIF)* SF-50/ Notification of Personnel Action* TranscriptSF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):* Most recent SF-50 if you are a current or former Federal employee* An SF-50 showing 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* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.* General Adjustment SF-50's do not provide the information to reflect time-in-grade requirement has been met and therefore cannot be the only SF-50.* If you are currently serving in a Hybrid Title 38 position, your SF-50's must reflect you have been in the position longer than one year.Examples of appropriate SF-50's to include:* Most recent SF-50; And,* Within grade increases at the highest grade held; or* Promotions with an effective date more than one year old; or* SF-50's at the highest grade held with an effective date more than one year old.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.HelpHow to ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the 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 12/20/2024 to receive consideration. To preview the questionnaire click To begin, click Apply Online to create a USA JOBS 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 Application 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.Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at 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.Read moreAgency contact informationVilnalys Irizarry-BrisuenoPhone (787) ###-#### X126196 Email ...@va.govAddress CW Bill Young Department of Veterans Affairs Medical Center10000 Bay Pines BoulevardBay Pines, FL 33744USLearn more about this agencyNext 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.Read moreFair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.* Criminal history inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestPrintShare* Email* Facebook* LinkedIn* TwitterHelpOverview* Accepting applications* Open & closing dates12/12/2024 to 12/20/2024* Salary$59,966 - $94,317 per year* Pay scale & gradeGS 9 - 11* Location1 vacancy in the following location:* Bay Pines, FL 1 vacancy* Remote jobNo* Telework eligibleYes-as determined by the agency policy.* Travel RequiredNot required* Relocation expenses reimbursedNo* Appointment typePermanent* Work scheduleFull-time - Monday - Friday 8:00 am - 4:30 pm* ServiceCompetitive* Promotion potential11* Job family (Series)* 0301 Miscellaneous Administration And Program* Supervisory statusNo* Security clearanceOther* Drug testNo* Position sensitivity and riskNon-sensitive (NS)/Low Risk* Trust determination process* Suitability/Fitness* Financial disclosureNo* Bargaining unit statusNo* Announcement numberCBTC-12635201-25-SJ* Control number823641600This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/823641600. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.