Patient Advocate

Full Job Description

About the Position: This position is located at Naval Health Clinic New England, Newport, Rhode Island. A recruitment or relocation incentive may be authorized.

Salary negotiation may be available for those candidates who are new to Federal service. Non-Federal work experience may be creditable for leave purposes.

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job.

You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

30 Percent or More Disabled Veterans Current Civilian Employees of the Defense Health Agency (DHA) Current Permanent Department of Defense (DoD) Civilian Employee Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Non-Appropriated Fund Instrumentality (NAFI) Non-Department of Defense (DoD) Transfer Office of Personnel Management (OPM) Interchange Agreement Eligible Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Reinstatement Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or experience requirements described below.

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; religious; spiritual; community; student; social).

You will receive credit for all qualifying experience, including volunteer experience.

Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Additional information about transcripts is in this document.

Specialized Experience: One year of specialized experience which includes assisting patients with grievances for referral to the appropriate party; utilizing automated health records system to maintain patient information, prepare correspondence for the department; preparing presentations such as customer satisfaction briefs and trainings for the department.

This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

OR Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: Healthcare Administration, Healthcare Management or Case Management.

OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%.

To compute the percentage of the requirements, divide your total months of experience by 12.

Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages.

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

Major Duties:

• Assists with investigations of patient-related situations and, provides guidance to concerned Directors and Department Heads in solving problems.
• Respond to patient needs through the identification and resolution of problem areas prior to the patient leaving the facility.
• Document all significant patient encounters to include the scope of the problem and the patient's perception.
• Maintains records of all significant patient complaints or problems, customer comments and feedback, recommendations for changes in policy, procedures and all follow-up actions.
• Advises the Director for quality management of incidents, situations, or problems which have potential for litigation involving the U.S. Government.
• Participate in or conduct customer relations training for all personnel involved in the delivery of health care.
• Assesses patient satisfaction through analysis of patient complaints and review of patient questionnaires.
• Identifies improvement opportunities from statistical data and measures.
• Performs basic data extraction, translation/transformation, and loading activities.
• Primary coordinator and facilitator of the Military Treatment Facility Patient and Family Council.