Patient Representative
The primary purpose of this position is to assure the timely resolution of patient and family issues, to identify and participate in the identification and correction of system issues, to educate staff to the role of the Patient Advocate Tracking System - Replacement (PATS - R) and to analyze data and identify trends and patterns that create difficulty for patients and/or families. The Patient Advocate for veterans seeking care in the ICHCS. Patient Advocates represents the executive leadership team for reporting patient issues and finding solutions to concerns. This includes coordinating resolution across organizational lines and planning, organization, developing, directing and evaluating Patient Satisfaction initiatives. The incumbent is responsible to collect, analyze and report data that documents problems or system gaps for. This position has a collateral duty as the VISN Patient Advocate Coordinator and acts as a liaison between Office of Patient Advocacy and facility Patient Advocate staff for the VISN. Responsibilities include, but are not limited to:
Compiles final reports of evaluation efforts. Notes discrepancies on the planned initiatives for effecting remedial actions. Participates in, and may lead as appropriate, any process improvement groups to correct and reduce patient complaints elements changes when possible, initiates work orders, training, and other actions necessary to improve customer relations. Documents all findings derived from the information after thorough analysis of data in order to identify trends and patterns, and compiles data for inclusion in comprehensive analysis. Assists patients in understanding their rights in addition to their responsibilities. The incumbent maintains a work liaison with veteran's service organizations, community groups, and others whose interest is in helping and protecting veterans, their families, and their representatives. Represents the executive leadership team in safeguarding and ensuring ethical, statutory and constitutional rights of patients. Maintains liaison with congressional offices responding directly to their staff assistants, when appropriate, on matters involving patient dissatisfaction. Enters complaints and/or compliments into PATS-R to allow the tracking, trending and reporting of these to the facility's leadership. Has overall responsibility for the resolution of patient problems and serves as an advocate for patients throughout the facility, receiving and listening to complaints and grievances from patients or from individuals on behalf of patients. Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems then acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate. The incumbent is authorized to directly contact any member of the hospital staff concerning any matter for problem relating to patient care which has not been resolved by other services and to seek a resolution, whenever possible, within the full resources of the medical center and VA system. When a problem area or complaint is identified, the incumbent is expected to explore all avenues, crossing all lines of authority and responsibility within the medical center, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Acts as a liaison between Office of Patient Advocacy and VISN facility Patient advocate staff. The incumbent will be the VISN's key person to lead efforts for building, sustaining, and implementing Patient Advocate Program and PATS _ R. Collaborate with the National Veterans Experience Office to develop and manage programs based on data that represents the voice of the Veteran and staff. Data sources such as the PATS _ Veteran Signals, Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experience of Patients (SHEP), and other patient data. Work with the VISN and Medical Center to plan programs and tools as well as the implementation and evaluation of those efforts for reactive and proactive service recovery needs and to support a general culture of putting the Patient at the center. 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. PLEASE SEE BELOW FOR QUALIFICATION REQUIREMENTS Work Schedule:
Monday - Friday 8:
00 - 4:
30pm Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD50288A 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, 11/06/2020. GS-9 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. GS-11 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-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:
GS-9 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. Candidates must demonstrate 3 of the following examples of specialized
Experience:
Responding to inquiries and complaints; Analyzing data; Utilization of various office automation software programs; Interpreting and understanding pertinent laws, regulations, and policies All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Please see the Required Documents section below for resume requirements. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a 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. (One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent one (1) year of full-time study. If that information cannot be obtained from the school, 18 semester hours will be considered as satisfying the one (1) year of full-time study requirement). OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 1 full year of graduate level education. GS-11 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. Candidates must demonstrate 3 of the following examples of specialized
Experience:
Making recommendations for changes in programs to enhance veterans' satisfaction; Serving as an advocate for patients throughout the facility, receiving and listening to complaints and grievances from patients or from individuals on behalf of patients; Conducting surveys; Preparing reports All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Please see the Required Documents section below for resume requirements. 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 combination of specialized experience and education beyond 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. You will be rated on the following Competencies for this position:
Customer ServiceData ManagementDecision MakingInterpersonal Skills 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:
This position requires sitting, walking, and standing, climbing stairs, bending, and lifting and carrying items. It requires telephone, written and oral communications with a wide variety of people from varied and diverse backgrounds in various states-of-mind. Extended periods of computer use are required. The regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to VISN facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. 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.
Compiles final reports of evaluation efforts. Notes discrepancies on the planned initiatives for effecting remedial actions. Participates in, and may lead as appropriate, any process improvement groups to correct and reduce patient complaints elements changes when possible, initiates work orders, training, and other actions necessary to improve customer relations. Documents all findings derived from the information after thorough analysis of data in order to identify trends and patterns, and compiles data for inclusion in comprehensive analysis. Assists patients in understanding their rights in addition to their responsibilities. The incumbent maintains a work liaison with veteran's service organizations, community groups, and others whose interest is in helping and protecting veterans, their families, and their representatives. Represents the executive leadership team in safeguarding and ensuring ethical, statutory and constitutional rights of patients. Maintains liaison with congressional offices responding directly to their staff assistants, when appropriate, on matters involving patient dissatisfaction. Enters complaints and/or compliments into PATS-R to allow the tracking, trending and reporting of these to the facility's leadership. Has overall responsibility for the resolution of patient problems and serves as an advocate for patients throughout the facility, receiving and listening to complaints and grievances from patients or from individuals on behalf of patients. Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems then acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate. The incumbent is authorized to directly contact any member of the hospital staff concerning any matter for problem relating to patient care which has not been resolved by other services and to seek a resolution, whenever possible, within the full resources of the medical center and VA system. When a problem area or complaint is identified, the incumbent is expected to explore all avenues, crossing all lines of authority and responsibility within the medical center, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Acts as a liaison between Office of Patient Advocacy and VISN facility Patient advocate staff. The incumbent will be the VISN's key person to lead efforts for building, sustaining, and implementing Patient Advocate Program and PATS _ R. Collaborate with the National Veterans Experience Office to develop and manage programs based on data that represents the voice of the Veteran and staff. Data sources such as the PATS _ Veteran Signals, Strategic Analytics for Improvement and Learning (SAIL), Survey of Healthcare Experience of Patients (SHEP), and other patient data. Work with the VISN and Medical Center to plan programs and tools as well as the implementation and evaluation of those efforts for reactive and proactive service recovery needs and to support a general culture of putting the Patient at the center. 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. PLEASE SEE BELOW FOR QUALIFICATION REQUIREMENTS Work Schedule:
Monday - Friday 8:
00 - 4:
30pm Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD50288A 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, 11/06/2020. GS-9 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. GS-11 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-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:
GS-9 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. Candidates must demonstrate 3 of the following examples of specialized
Experience:
Responding to inquiries and complaints; Analyzing data; Utilization of various office automation software programs; Interpreting and understanding pertinent laws, regulations, and policies All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Please see the Required Documents section below for resume requirements. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a 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. (One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent one (1) year of full-time study. If that information cannot be obtained from the school, 18 semester hours will be considered as satisfying the one (1) year of full-time study requirement). OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 1 full year of graduate level education. GS-11 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. Candidates must demonstrate 3 of the following examples of specialized
Experience:
Making recommendations for changes in programs to enhance veterans' satisfaction; Serving as an advocate for patients throughout the facility, receiving and listening to complaints and grievances from patients or from individuals on behalf of patients; Conducting surveys; Preparing reports All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Please see the Required Documents section below for resume requirements. 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 combination of specialized experience and education beyond 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. You will be rated on the following Competencies for this position:
Customer ServiceData ManagementDecision MakingInterpersonal Skills 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:
This position requires sitting, walking, and standing, climbing stairs, bending, and lifting and carrying items. It requires telephone, written and oral communications with a wide variety of people from varied and diverse backgrounds in various states-of-mind. Extended periods of computer use are required. The regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to VISN facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. 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 $83,210 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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