Patient Representative (Patient Advocate)
: Job Details :

Summary Patient 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. Responsibilities Include 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 appears to 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 PD99864S Relocation/Recruitment Incentives: Not authorized. 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 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. Qualifications To 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, or LL.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 Information 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 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 Education A 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: Additional Information Receiving 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.