Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Patient Advocacy uses Patient Advocates and staff members across diverse services/departments who are dedicated to specifically working with patients and their caregivers to resolve complaints that arise at the point of service

Duties

The Lead Patient Representative is within Hampton VA Medical Center. The primary purpose is to act on the patient and family's behalf on a variety of questions and issues involving problem resolution and patient advocacy. Participation is also expected in identifying issues that occur on a repetitive basis and in process improvement teams to correct identified trends and system gaps. Performs analytical and evaluative work associated with line and/or program activities. As the Lead Patient Representative, the incumbent's duties will include, but are not limited to:

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/04/2023. 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. 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. Specialized experience is defined as: serving as a key point of contact for patients and staff; working in collaboration with facility Patient Advocates on complex issues or complaints that cross service lines; documenting and leading others in documenting and resolving complaints for continuous improvements throughout the medical facility; leading and reviewing subordinates' workload and overseeing final work product for accuracy and completeness; coaching and developing the team using appropriate tools and techniques to address a variety of issues and situations; overseeing general administrative issues regarding subordinates' leave, scheduling, appointments, etc.; providing the team formal and informal training information related to patient advocacy service, customer service, and techniques. You will be rated on the following Competencies for this position: CommunicationConflict ManagementCritical ThinkingManages and Organizes InformationManages Human ResourcesTeaching Others 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. 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/. 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.

Education

There is no educational substitution at this grade level.

Contacts

• Address Hampton VA Medical Center 100 Emancipation Drive Hampton, VA 23667 US
• Name: Quanetta Caudle
• Phone: 202-745-8000 X53524
• Email: [email protected]