The Supervisory Patient Representative within VA Altoona is organizationally located in the Office of the Director, the incumbent reports to the Chief of Stakeholder Relations and supports the organization's evolution toward Patient Centered Care and Cultural Transformation through the development and management of initiatives and activities. The incumbent has oversight responsibilities for customer service initiatives which directly affect service lines throughout the healthcare system.

Duties

The Supervisory Patient Representative will manage the program to assure that all medical center policies and procedures are conducive to patient-centered care while providing the highest level of customer service. As Veterans Experience Program Manager, the incumbent will serve as a change agent and participate in local and national committees along with daily duties to ensure that quality customer services are provided to Veterans, their families and other stakeholders. The incumbent plans, assesses, develops, implements and evaluates the overall customer service, Patient Advocate, Whole Health, Health Promotion Disease Prevention and Health Education Committee programs at James E. Van Zandt Healthcare System (JEVZ), working collaboratively with leadership and service lines to ensure customer service and patient satisfaction are measured, monitored and evaluated within all clinical and administrative areas. Major duties include, but may not be limited to: Participate in the development and documentation of long and short-range planning efforts and will be closely involved in the development of the annual JEVZ Strategic Plan. Participates in planning efforts that can be undertaken within existing resource level and advises on the impact of efforts that require additional resources. Coordinates the preparation of and is a chief contributor to the reports and other presentations on their program planning and evaluation. provides assistance and consultation to VACO VEO staff regarding trends and courses of action relative to patient concerns/issues. carries out Equal Employment Opportunity policies and program activities. The incumbent serves as the liaison between the healthcare system, Veterans, employees, and the community regarding the patient experience, patient rights, whole health, health promotion disease prevention, health education and advocacy. The incumbent will be responsible for supporting proactive training initiatives including customer service, New Employee Orientation and any related employee education. Incumbent will provide organization-wide oversight to any initiatives or activities related to Veteran satisfaction, including but not limited to the GetWell Network, Patient Advocate Tracking System (PATS) or similar interactive patient care system (IPCS). The incumbent will act as Chairperson of the Veteran Experience Committee, and Veteran Health Education Committee responsible for developing and evaluating initiatives which improve service delivery in care and administrative areas throughout the healthcare system. serves as one of the Medical Center liaisons to the Veteran Affairs Committee (VAC) in order to incorporate the voice of the customer into the strategic plan of JEVZ, foster regular dialogue between JEVZ managers and the customers they serve, and through this dialogue create a culture of accountability to Veteran stakeholders. May perform other duties as required. Work Schedule: 8:00am - 4:30pm, Monday - Friday Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative / PD014010 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/23/2023. 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-12 position you must have served 52 weeks at the GS-11. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: identifying trends and potential problematic areas; creates organizational solutions to resolve systemic problems; interprets the facility mission, policy, procedures and services to Veterans; explains entitlements to Veterans and their families; evaluation of customer services; collaboratively works with leadership and stakeholders to ensure customer service and satisfaction goals are met.. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Organizational AwarenessStakeholder ManagementStrategic ThinkingWriting 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 regular and recurring work of the position involves sitting at a desk, conferences, meetings, and frequent rounding to patient care areas and facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. Work is typically performed in an adequately lighted and climate-controlled office and multiple locations at the healthcare system. Visits are necessary to wards, clinics and other areas of the medical center. There is Veteran contact with the possibility of exposure to communicable 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/.

Education

There is no educational substitution at this grade level.

Contacts

• Address James E Van Zandt VA Medical Center 2907 Pleasant Valley Boulevard Altoona, PA 16602 US
• Name: Stephen Brick
• Phone: (412) 822-3809
• Email: [email protected]