Patient Representative

Full Job Description

This position is located at the VA Medical Center in Philadelphia, PA 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.

Due to the diversity of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.

To qualify for this position at the GS-11 level, you must meet one of the following: Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/Advocate.

Qualifying specialized experience includes 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.

NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week.

~OR~ Education: Successfully completed three (3) years of progressively higher-level graduate education leading to a Ph.D.

degree, or Ph.D., 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.

Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation.

~OR~ Combination: Combinations 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.

NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

AND Physical Requirements and Work Environment: 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.

The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality.

Visits are routine to the units/clinics, as well as administrative offices in the Facility.

This position may encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Patient 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 Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems Patient Representation and Relationship Management Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction Data Analysis/System Improvement Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data Works to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changes Presents patient issues and data at various facility meetings and committees Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements Work Schedule: Full Time, Monday - Friday 8:00am - 4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved