Patient Representative
The primary purpose of this position is to support high quality Customer Service by assuring the timely resolution of patient and family complaints, identifying and participating in the identification and correction of system issues, to educate staff to the role of Patient Advocate, and to analyze data and identify trends and patterns that will improve customer service for patients and/or families. As a member of the Quality Management Team which reports directly to the Director, the Patient Advocate serves as the liaison between the medical center, patients, their families and representatives, and facility members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Identifies existing and potential problem areas, and suggests solutions or alternatives to existing procedures which contribute to these problems. Provides a channel through which patients can seek solutions to problems, concerns, and unmet needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Duties include but are not limited to the following:
Assures timely resolution of patient and family complaints Identifies and participates in correcting system issues Educates staff on patient centered strategies Analyzes dates, identifies trends and pattern that create difficulty for patients or families Helps patients understand their rights and responsibilities Interprets the Medical Center's mission, policies and procedures and available resources/services to the patient Presents patient concerns and needs to appropriate staff/management Identifies existing or potential areas for improvement and provides solutions for change Oversees reports, documentation and summaries Participates in leadership meetings, including Joint Commission, OIG, audits, etc. Work Schedule:
Monday-Friday 7:
30 a.m. to 4:
00 p.m. Compressed/Flexible:
Available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD04418A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2020. 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. 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. Examples of specialized experience would typically include, but are not limited to:
Skilled in the area of patient centered care; Applying evaluative methods and techniques to issues; Conducting detailed analyses of complex functions and work process; Presenting staffing recommendations and negotiating solutions to disputed recommendations; Understanding pertinent laws, regulations, policies and precedents which affect the use of the programs and related support resources in the area studied. 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 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 will be rated on the following Competencies for this position:
Customer ServiceIntegrity/HonestyInterpersonal SkillsOral CommunicationProblem Solving 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:
Some of the work is sedentary in an office setting; however, the incumbent works and circulates throughout the medical center. There is extensive walking, standing, bending, carrying light items such as medical records, and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly placed in a position of stress. This position demands emotional stability since the Patient Advocate is involved with many veterans who may have emergent and serious illnesses as well as veterans who are emotionally upset and/or hostile. Work Environment:
Work is typically performed in an adequately lighted and climate controlled office. Visits are made to the wards and outpatient clinics. There is limited risk; however, safety precautions need to be observed against exposure to disease or violent behavior as the Patient. Advocate may encounter medically emergent patients, hostile patients, and those with infectious diseases. May require occasional travel. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assures timely resolution of patient and family complaints Identifies and participates in correcting system issues Educates staff on patient centered strategies Analyzes dates, identifies trends and pattern that create difficulty for patients or families Helps patients understand their rights and responsibilities Interprets the Medical Center's mission, policies and procedures and available resources/services to the patient Presents patient concerns and needs to appropriate staff/management Identifies existing or potential areas for improvement and provides solutions for change Oversees reports, documentation and summaries Participates in leadership meetings, including Joint Commission, OIG, audits, etc. Work Schedule:
Monday-Friday 7:
30 a.m. to 4:
00 p.m. Compressed/Flexible:
Available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD04418A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2020. 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. 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. Examples of specialized experience would typically include, but are not limited to:
Skilled in the area of patient centered care; Applying evaluative methods and techniques to issues; Conducting detailed analyses of complex functions and work process; Presenting staffing recommendations and negotiating solutions to disputed recommendations; Understanding pertinent laws, regulations, policies and precedents which affect the use of the programs and related support resources in the area studied. 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 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 will be rated on the following Competencies for this position:
Customer ServiceIntegrity/HonestyInterpersonal SkillsOral CommunicationProblem Solving 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:
Some of the work is sedentary in an office setting; however, the incumbent works and circulates throughout the medical center. There is extensive walking, standing, bending, carrying light items such as medical records, and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly placed in a position of stress. This position demands emotional stability since the Patient Advocate is involved with many veterans who may have emergent and serious illnesses as well as veterans who are emotionally upset and/or hostile. Work Environment:
Work is typically performed in an adequately lighted and climate controlled office. Visits are made to the wards and outpatient clinics. There is limited risk; however, safety precautions need to be observed against exposure to disease or violent behavior as the Patient. Advocate may encounter medically emergent patients, hostile patients, and those with infectious diseases. May require occasional travel. 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/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$52,905 to $68,777 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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