The incumbent serves as a Patient Advocate within a VA Medical Facility. This position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution. The Patient Advocate works exclusively in the Patient Advocate Tracking System. Although Patient Advocates do not document in the electronic medical record, it is expected that they are well versed in reviewing the record to quickly resolve concerns, whenever possible.

Duties

Major duties include but not limited to: Assists patients in understanding their rights, in addition to, their responsibilities. Serves as the liaison between the facility, patients, staff, and the community to ensure Patient Rights and Responsibilities and advocacy services are available. Explains a variety of government laws, directives, and policies to individuals of varying levels of educational and cultural backgrounds. Presents patient issue data and patient inquiry trends at meetings and/or to committees. Resolves difficult and complex patient complaints. Participates in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution. Manages a patient centered complaint resolution process to include complaint resolution, data capture and analysis of issues/complaints to make system improvements. Prepares reports to identify process improvement opportunities. Collects, analyzes, and evaluates patient complaint data Other duties as assigned to meet the needs of the Medical Center Requires the use of a GOV, as personal vehicle use will not be covered for travel reimbursement by the organization. Thus, the ability to obtain and maintain the ability to officially operate a GOV is required for this position. Access to and ability to maneuver in CPRS and VistA is encouraged 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 07:30am-16:00pm 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/PD99864A and PD99865-A Relocation/Recruitment Incentives: 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, 09/29/2023. Time-In-Grade Requirement GS-9: 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-9 position you must have served 52 weeks at the GS-7. 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. Time-In-Grade Requirement GS-11: 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 GS09. You may qualify based on your experience and/or education as described below: Specialized Experience GS-9You must have one year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service, that is directly related to the work of the position and has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes providing customer service to patients; assisting patients and staff with resolving problems or complaints; assisting with identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence. OR, Education: Successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. OR, Combination: Possess an equivalent combination of successfully completed graduate level education (beyond the first year) and specialized experience as described above, to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. This education must have been obtained in an accredited college or university. Specialized Experience GS11: You must have one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the normal line of progression for the occupation in the organization that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/ Advocate. Qualifying specialized experience includes medical terminology; skills to conduct interviews; review inquiry with accuracy information; paid and unpaid experience; recommend to take action and when to take action; major issues, program goals, objectives, and work processes. Analysis and Problem SolvingCommunicationConflict ManagementCritical ThinkingCustomer ServiceManages and Organizes Information 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 includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. 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 Eastern Colorado HCS Denver 13611 E. Colfax Ave Aurora, CO 80045 US
• Name: Tenika Ivery
• Phone: 303-756-9279
• Email: [email protected]