The incumbent will serve as a Medical Administration Officer with a facility title of Patient Advocate Supervisor (PAS) organizationally aligned to the Veteran Experience Office at the Dayton VA Medical Center (552) - a level 1c complexity facility. The PAS is directly responsible for programmatic oversight of the Patient Advocacy Program and reports to the Veteran Experience Officer.

Duties

Program Management The PAS consistently and continuously evaluates the Patient Advocacy Program to identify areas of improvement. The PAS formulates recommendations for modifying, revising, or implementing procedures to improve the effectiveness and efficiency of the Patient Advocacy Program operations. The PAS coordinates and follows through on complex patient concerns which cannot be addressed at a lower level. The PAS works with upper-level management to include Deputy Director; Associate Director; Associate Director of Patient Care Services; Chief of Staff; Service Chiefs, department managers and staff to ensure patient care concerns are addressed expediently. The PAS will deal with patient concerns and complaints ranging from common to complex. The PAS will utilize available resources to make appropriate recommendations to management to assist in efficient and effective resolution. The PAS ensures data on patient complaints and complaint resolution is compiled and recorded for reporting and evaluative purposes regularly. The PAS reviews the data for accuracy and consistency. The PAS evaluates the data to identify trends. Where trends are identified the PAS prepares and presents trend analysis to Executive Management for final determinations. The PAS maintains and presents weekly, monthly, quarterly, biannual, and annual data to Executive Management to show the overall effectiveness and efficiency of the Patient Advocacy Program. The PAS makes workload and staffing recommendations to Executive Management based on data collected to ensure a continuity of services. Data Analytics The PAS applies a sequence of analytical steps appropriate for the assignments, from planning through fact-finding to reporting results into the Patient Experience SharePoint. Assignments are moderately complex involving conventional problems, which can be resolved through the selection and application of a variety of standard analytical techniques and procedures. Establishes the necessary facts and links those facts to the appropriate solution of assigned problems and issues while continuously deciding whether sufficient information has been gathered to substantiate findings. The PAS analyzes and evaluates the effectiveness of the Patient Advocacy Program through the evaluation of data gathered over time to ensure the program is meeting the established goals and objectives. Reviews, analyzes, and evaluates such areas as proposed changes in mission, operating procedures and delegations of authority affecting program operations. Gathers and organizes narrative and statistical information using established methods, techniques, and precedents such as questionnaires, interviews, review of databases, and comparisons of past, present, and related program functions. Reviews and studies programs to identify such procedural problems such as the duplication/overlapping of clerical functions or the need for revision of program procedures. Training/Licensing/Provisioning The Patient Advocate Supervisor (PAS) provides curriculum development, orientation, and continued training to the staff of the Office of Patient Advocacy and facility staff responsible for resolving patient complaints (Service Level Advocates and Users). The PAS continuously evaluates department staff to identify training deficiencies and arranges for appropriate training opportunities for assigned staff. The PAS provides licensing and provisioning of new service level advocates and users into the PATS-R system whenever needed/requested. Performs other related duties as assigned. First level supervisory duty statement: The incumbent provides technical and administrative supervision to 4 Patient Advocates, 3 Patient Relations Specialists, 2 Billing Program Specialists, 1 Administrative Support Assistant. The incumbent oversees the daily operation of the office/department, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. The incumbent gives advice, counsel, and instruction to employees on both work and administrative matters. The incumbent hears and resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher-level supervisor or manager; effects minor disciplinary measures such as warnings and reprimands and recommends action in more serious cases. Work Schedule: 8:00am-4:30pm Mon-Fri Telework: Ad-hoc Position Description/PD#: Medical Administration Officer/PD913750 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2023. 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. 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. GS-12 Specialized Experience: Candidates must have one (1) 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: Supervisory experience in a healthcare setting, experience with de-escalating and conflict management techniques, experience collecting, analyzing and presenting patient data to executive leadership, possess the ability to lead by influencing, motivating, and mentoring others, ability to adapt leadership styles to a variety of situations, possess problem solving skills by identifying and analyzing problems, use sound reasoning to arrive at conclusions, finding alternative solutions to complex problems, distinguishing between relevant and irrelevant information to make logical judgements, provides outstanding customer service while effectively representing the organization, possess strong oral communication skills by expressing ideas and facts to individuals and groups, develops and gives oral presentations, and facilitates an open exchange of ideas with peers. You will be rated on the following Competencies for this position: 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 such as medical records, and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly exposed to high levels of stress. This position demands emotional stability, as the PAS is deeply involved with many seriously ill, dying patients and their families. 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.

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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Kristoffer St. Martin
• Phone: (937)268-6511
• Email: [email protected]