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. Work Schedule:
Monday - Friday 8:
00 - 4:
30pm Telework:
Not available Virtual:
This is not a virtual position. Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify at the GS-9 grade level, you must meet one of the following Minimum Qualification requirements:
Specialized
Experience:
You must have at least one (1) full year of specialized experience equivalent to the next lower grade level (GS-7) in Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Patient Representative GS-9. Specialized experience includes:
Responding to inquiries and complaints; analyzing data; utilization of various office automation software programs; interpreting and understanding pertinent laws, regulations, and policies; and skill in conflict resolution. 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. NOTE:
Your experience must be fully documented in your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must possess a Master's Degree or 2 full years of progressively higher level graduate education leading to such a degree. Such education must be related to and demonstrate the knowledge, skills, and abilities necessary to do the work of a Patient Representative. NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR Combination:
Applicants may also combine education and experience to qualify at this level. 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 the GS-9. To qualify at the GS-11 grade level, you must meet one of the following Minimum Qualification requirements:
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. Specialized experience includes:
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; and skill in conflict resolution. 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. NOTE:
Your experience must be fully documented in your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree. Such education must be related to and demonstrate the knowledge, skills, and abilities necessary to do the work of a Patient Representative. NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR Combination:
Applicants may also combine education and experience to qualify at this level. 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-11. You will be rated on the following Competencies as part of the assessment questionnaire for this position:
Customer ServiceData ManagementDecision Making IMPORTANT:
A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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). 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. 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. Work Schedule:
Monday - Friday 8:
00 - 4:
30pm Telework:
Not available Virtual:
This is not a virtual position. Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify at the GS-9 grade level, you must meet one of the following Minimum Qualification requirements:
Specialized
Experience:
You must have at least one (1) full year of specialized experience equivalent to the next lower grade level (GS-7) in Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Patient Representative GS-9. Specialized experience includes:
Responding to inquiries and complaints; analyzing data; utilization of various office automation software programs; interpreting and understanding pertinent laws, regulations, and policies; and skill in conflict resolution. 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. NOTE:
Your experience must be fully documented in your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must possess a Master's Degree or 2 full years of progressively higher level graduate education leading to such a degree. Such education must be related to and demonstrate the knowledge, skills, and abilities necessary to do the work of a Patient Representative. NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR Combination:
Applicants may also combine education and experience to qualify at this level. 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 the GS-9. To qualify at the GS-11 grade level, you must meet one of the following Minimum Qualification requirements:
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. Specialized experience includes:
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; and skill in conflict resolution. 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. NOTE:
Your experience must be fully documented in your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree. Such education must be related to and demonstrate the knowledge, skills, and abilities necessary to do the work of a Patient Representative. NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR Combination:
Applicants may also combine education and experience to qualify at this level. 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-11. You will be rated on the following Competencies as part of the assessment questionnaire for this position:
Customer ServiceData ManagementDecision Making IMPORTANT:
A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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). 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. 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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