Patient Representative

Full Job Description

Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients.

Patient Advocacy utilizes Patient Advocates, as well as staff members across diverse services/departments who are dedicated to specifically working with patients and their caregivers to resolve complaints that arise at the point of service.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, .

Time-In-Grade Requirement: GS-09: 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.

GS-11: 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-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 and/or education as described below: Specialized 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.

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: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization.

Applicants who have the 1 year of appropriate specialized experience, as indicated in the table, are not required by this standard to have general experience, education above the high school level, or any additional specialized experience to meet the minimum qualification requirements.

OR, Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have: GS-09: 1 full year of graduate-level education or Superior academic achievement GS-11: 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 combination of specialized experience and education beyond Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages.

The total percentages must equal at least 100 percent to qualify an applicant for that grade level.

Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11.

(When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used.).

You will be rated on the following Competencies for this position: 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 https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

The Patient Advocate is tasked with managing the facility's 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.

When a complaint is identified, the incumbent explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order 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 that contribute to these problems.

Due to circumstances or sensitivity, may be asked to independently resolve the most difficult and complex complaints, expedite services, and implement necessary corrective measures within established facility policies.

Reviews appropriate documentation and records, and discusses with personnel or witnesses regarding any practice that appears to violate the patient's rights or which causes unnecessary discomfort or embarrassment to patients, their family, or the health care facility, and reports such findings with recommendations for improvement to the Facility Director and/or the Facility Quad/Pentad.

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 that 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.

Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available.

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. Assists patients in understanding their rights, in addition to, their responsibilities.

Provides a channel through which patients can seek solutions to problems, concerns, and unmet needs, recognizing that complaints are a gap between service expectations and the actual experience of the patient.

Patient Advocates work directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in the resolution of system problems by presenting the patient's perspective of the problem and the desired resolution.

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.

The Patient Advocate assists patients in understanding the Clinical Appeal Process and how to proceed with a clinical appeal request for reconsideration.

Serves as a staff member directly supporting the facility's Executive Leadership, responsible for planning, organization, development, direction, and evaluation of VA Medical Facility administration.

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.

The Patient Advocate serves on committees whereby patient complaints are identified, resolved, classified, and the data is utilized to improve overall services to patients.

Work Schedule: Monday - Friday 730 am - 4:00 pm Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position. Position Description/PD#: / Permanent Change of Station (PCS): Not Authorized