This position is located in the Medical Media service line at the Loveland, CO VA Outpatient Clinic. The primary purpose of this position is to supervise and implement the Patient Advocacy programs at VA Cheyenne Health Care System.

Duties

Duties include, but are not limited too: Evaluates work performance of subordinates. In this capacity the incumbent exercises management level supervisory responsibilities which include: (a) prioritizing major work efforts towards patient advocacy; (b) evaluating the performance of the Patient advocacy/representative staff; (c) giving advice, counsel, or instruction; (d) interviewing and tentatively selecting candidates for positions, and recommending appointment, promotion or reassignment involving such positions; (e) hearing and resolving appropriate complaints and grievances; (f) effecting disciplinary measures; and (g) identifying and providing for management development and training needs of key staff members. Conducts extensive work in analyzing data and conducting background research on the issue. Develops processes that identify trends in patient concerns and then works across service lines with varying levels of leadership to include the Executive Leadership Team to bring forth recommendations for resolution, possible systems redesign projects and best practices to the organization. Models a courteous, caring and professional behavior toward patients, visitors and employees at all times. Proactively coordinates care by assisting patients, their families and/or representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems. Create and maintain a mentoring environment to ensure personal growth, provides timely and responsive decisions to internal and external partners to support communicated grievances. Coordinates service-level advocates, providing direct, lowest-level solutions to problems, concerns, and unmet needs. Assists patients in understanding their rights in addition to their responsibilities. Maintains liaison with veteran's service organizations, community groups, and others whose interest is in helping and protecting veterans, their families, and their representatives. Resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Pulls, isolates and manipulates data to identify root causes of a performance issue. Develops statistical models to measure successful of performance improvement actions. Collects, maintains, analyzes and interprets statistical data from the consumer contacts and Veterans Health Administration (VHA) Surveys of the Health Experiences of Patients (SHEP) data and ensures this information is analyzed and that conclusions reach the appropriate management level Makes inquiry into patient complaints, explores nature of complaint to identify the nature and scope of the problem; initiates action, or changes necessary to correct problem situations, improve patient satisfaction, and report on corrective measures taken to the CVAHS Performance Improvement Board and/or Executive Leadership Board. Work Schedule: Monday - Friday (8:00 AM - 4:30 PM) Telework: Adhoc only- 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#: Supervisory Patient Representative/PD141170 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): 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, 08/24/2023. 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. 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: Possesses the ability to lead by influencing, motivating, and challenging others; Ability to adapt leadership styles to a variety situations; Possesses problem solving skills by identifying and analyzing problems; Uses sound reasoning to arrive at conclusions, finding alternative solutions to complex problems, distinguishes between relevant and irrelevant information to make logical judgements; Understands the VA's mission and uses this knowledge to guide actions; Providing outstanding customer service while effectively representing the organization; Possesses strong oral communication skills by expressing ideas and facts to individuals and groups, developing and presenting oral presentations, and facilitating an open exchange of ideas with peers. You will be rated on the following Competencies for this position: LeadershipOral CommunicationProblem SolvingVeteran and Customer Focus 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 work is primarily sedentary, although a significant amount of walking and personal contact with staff, patients and the public is necessary. Contact with Veterans an/or their family members may be under very difficult and strained situations in various locations with CVAHS facilities. 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 Cheyenne VA Medical Center 2360 East Pershing Boulevard Cheyenne, WY 82001 US
• Name: Kagen Harris
• Phone: 303-202-8632
• Email: [email protected]