OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?

Duties

Duties -Assists patients in understanding their rights and safeguards them from system misuse. - Provides information. and assistance to veterans and family members regarding benefits, entitlement and eligibility to health care and veteran benefits. - Develops rapport and maintains effective relations with medical center personnel at all levels, i.e., management, supervision, professional staff, technicians) administrative and clerical staff. - Responds to staff directly on matters involving patient dissatisfaction. - Generates reports on the status and effectiveness of the medical center patient advocacy program to evaluate customer service standards. - Prepares and monitors evaluation data, analyzes data, identify discrepancies, make corrections, and recommends a course of action to ensure accuracy and timeliness of future data input. - Serves as an advocate for patients throughout the facility, Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Work Schedule: Monday-Friday, normal business hours Compressed/Flexible: Not Available Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. 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#: Patient Representative/PD99864S 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 30 days from the closing date of this announcement, 08/17/2023. 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-09 position you must have served 52 weeks at the GS-07. 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 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. Examples of specialized experience would typically include but are not limited to: understanding hospital systems; knowledge of Federal Laws, VA eligibility regulations and directives governing medical benefits for Veterans; Understanding of medical terminology; Suggesting solutions or alternatives to existing procedures; knowledge of various Public Laws as well as the Privacy Act, Freedom of Information Act, Advance Directives Act; Tracking, trending, and analyzing of data and Reviewing policies, identifying existing problems and potential problem areas; OR GS-9 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree, 2 full years of progressively higher level graduate education leading to such a degree or an LL.B. or J.D., required. OR, GS-9 Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond one year of graduate level education. (Transcripts Required) GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of Federal Laws, VA regulations and directives governing veterans' medical benefits, facility policies, procedures and organizational structure. Knowledge of various public laws as well as the Freedom of Information Act, Privacy Act, Advance Directives Act sufficient to answer questions for patients and their famines. Knowledge of healthcare delivery systems, medical terminology, information management and data processing systems. Skills in interviewing, process inquiry, counseling principles and record keeping. Including the ability to safeguard and ensure ethical, statutory, and constitutional rights of patients. Exercises considerable independent judgment in analyzing, fact-finding, and recommending solutions to problems.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you mut have possess a 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 (Transcripts Required) . 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 . You will be rated on the following Competencies for this position: CommunicationPlanning and EvaluatingTechnology Application 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: A high level of physical energy is required, as the incumbent is expected to meet with many people in many different locations in the course of a workday. 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Lesley Hynes
• Phone: 414-712-8259
• Email: [email protected]