The incumbent serves as a Patient Advocate within a VA Medical Facility (e.g., VAMC, CBOC, OPC, etc.). On behalf of the VA Medical Facility Director, 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 (PATS).

Duties

Complaint Resolution The Patient Advocate is tasked with managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. All inquiries (compliments or complaints) no matter how a facility receives them (e.g., in person, email, voicemail, congressional, mail, survey, MyHealtheVet, etc.) must be documented in the Patient Advocate Tracking System (PATS), routed to the point of service, resolved, coded and closed. Patient Advocates assist SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service. Reviews appropriate documentation and records, and discusses with personnel or witnesses regarding any practice that appears to violate the patient's rights or which cause unnecessary discomfort or embarrassment to patients, their family, or the health care facility and reports such findings with recommendations for improvement to the Facility Director and/or the Facility Quad/Pentad. Patient Representation Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Assists patients in understanding their rights, in addition to, their responsibilities. Patient Advocates work directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to patients. Data Analysis/System Improvement Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. The Patient Advocate works to identify the elements of clinical or administrative practices which contribute to or create an atmosphere for patient dissatisfaction and recommends appropriating official changes which will reduce or eliminate substantiated complaints. Produces, on a regular basis, a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Relationship Management Patient Advocate must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. The Patient Advocate works closely in identifying, training, and consulting with SLAs, and front-line staff, in resolving issues on first contact within their service area and use of PATS. Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. Works closely with Public Affairs to include patients' feedback and increase community and Veteran awareness of VA health care resources. Safeguards privacy data/sensitive policy-making data against unauthorized disclosure. Performs other duties as assigned. 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. VA offers a comprehensive total rewards package: HR Specialist Total Rewards Work Schedule: Monday through Friday 8:00am- 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD99864A 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: 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. For a GS-11 position you must have served 52 weeks at the GS-9. 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: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledgeable of hospital systems to effectively address services which are responsible for patient concerns. Thorough knowledge of Federal Laws, VA eligibility regulations and directives governing medical benefits for Veterans and changes which affect these benefits; facility policies, procedures, and organizational structure; services available; and capabilities of clinics. Knowledge is necessary to answer questions for patients, their families or representatives, and to meet the current standards of The Joint Commission and any other regulatory bodies which may govern the Department of Veterans Affairs, Veterans Health Administration. Comprehensive knowledge of the principles and practices, federal laws, regulations, policies and procedures governing eligibility, benefits, care, access, services, clinical appeals, and privacy and skill in applying this extensive knowledge to the most difficult and complex problems which patients. Knowledge of medical terminology and VA nomenclature used with a variety of administrative, diagnostic, and treatment procedures provided to all categories of patients. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. 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: Knowledgeable of hospital systems to effectively address services which are responsible for patient concerns. Thorough knowledge of Federal Laws, VA eligibility regulations and directives governing medical benefits for Veterans and changes which affect these benefits; facility policies, procedures, and organizational structure; services available; and capabilities of clinics. Knowledge is necessary to answer questions for patients, their families or representatives, and to meet the current standards of The Joint Commission and any other regulatory bodies which may govern the Department of Veterans Affairs, Veterans Health Administration. Comprehensive knowledge of the principles and practices, federal laws, regulations, policies and procedures governing eligibility, benefits, care, access, services, clinical appeals, and privacy and skill in applying this extensive knowledge to the most difficult and complex problems which patients. Knowledge of medical terminology and VA nomenclature used with a variety of administrative, diagnostic, and treatment procedures provided to all categories of patients. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You will be rated on the following Competencies for this position: Administration and ManagementAnalysis and Problem SolvingComplianceConflict ManagementQuality Management 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 VA NY Harbor Healthcare System 423 East 23rd Street New York, NY 10010 US
• Name: Alicia Franklin
• Phone: 716-393-8342
• Email: [email protected]