The position functions as the Supervisory Patient Representative within the San Juan VA Healthcare System. The incumbent of this position serves as the Supervisory of the Patient Representatives and the Patient Relations staff as well as functioning as a Patient Representative. The incumbent independently is responsible for the organization, administration, planning, integrity an evaluation of the Patient Advocate and patient Relations Program.

Duties

Responsible for the organization, administration, planning, integrity and evaluation of the Patient Advocate and Patient Relations Program. Provides all administrative guidance and technical direction for accomplishing the work of the section to include training for services level advocates and service level users. Ensures all the work assignments of the employees in the section is carried out on time. Develops rapport and maintains effective relations with facility personnel at all levels, e.g., management supervision, professional staff, technicians, administrative and clerical staff. Communicates with individuals of different education, environmental, ethnic, and cultural backgrounds; is essential. Articulates and communicates assignments, projects, problems to be solved, actionable events, milestones, and /or program issues under review, and deadlines and time frames for completion. Identify the nature and scope of the problem and take appropriate actions to initiate and expedite resolution when a problem area or complaint is identified. Acts on behalf of the patient and on the family's behalf on a variety of issues involving problem resolution to and remove institutional obstacles to provide optimum quality healthcare. Resolve problems, expedite services, or implement where appropriate, through committee participation. Coaches the section in the selection and application of appropriate problem-solving methods and techniques, provides advice on work methods, practices, and procedures. Assists the section and/or individual members in identifying. Report findings with recommendations for improvement to the facility Veterans Experience Officer, Associated Director, and Director. Develop and coordinate internal review systems to assures that both clinical and administrative activities follow agency accrediting and regulatory requirements especially as they pertain to Patient Rights and Responsibilities. Assists the section and/or individual members in identifying, distributing, and balancing workload and tasks among employees in accordance with workflow, skill level and/or occupational specialization. Prepares and monitors evaluation data, analyzes data, identifies discrepancies, makes corrections, and recommends a course of action to assure accuracy and timeliness of future data input. Generate reports on the status and effectiveness of the Patient Advocacy program and compiles final reports of evaluation efforts. Notes discrepancies and the planned initiatives for effecting remedial actions. Provides input into the conduct of and is responsible for the maintenance of files and records pertaining to patient satisfaction surveys or other evaluative information. Monitors the status and progress of work, checking on work in progress as needed ad reviewing completed work to see that instructions on work priorities, methods, and deadlines and quality have been met. A one year supervisory probation period may be required for this position. Work Schedule: To be determined Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD672-13405-O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved 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, 10/30/2023. 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. General Adjustment SF-50's with the effective date of within the last year do not provide the information to reflect time-in-grade requirement has been met and therefore cannot be the only SF-50. If you are currently serving in a Hybrid Title 38 position, your SF-50's must reflect you have been in the position longer than one year. Selective Placement Factor(s) 1. Must be proficient in spoken and written English. 2. Must be proficient in spoken Spanish. 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: be responsible for the organization, administration, planning, integrity and evaluation of a program. Ensures all the work assignments of the employees in the section is carried out on time. Articulates and communicates assignments, projects, problems to be solved, actionable events, milestones, and /or program issues under review, and deadlines and time frames for completion. Report findings with recommendations for improvement. Resolve problems, expedite services, or implement where appropriate, through committee participation. Prepares and monitors evaluation data, analyzes data, identifies discrepancies, makes corrections, and recommends a course of action to assure accuracy and timeliness of future data input. You will be rated on the following Competencies for this position: Administration and ManagementCustomer ServicePlanning and EvaluatingProblem SolvingStrategic Thinking 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: Incumbent primarily work in an office setting. Physical demands include sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the Patient Relation Assistant, the incumbent will on occasion assist in covering duties which may require being able to push patients i wheelchairs to /from appointments and assist patient into their mode of transportation. 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 San Juan VA Medical Center 10 Calle Casia San Juan, PR 00921 US
• Name: Vilnalys Irizarry-Brisueno
• Phone: (939) 227-1856
• Email: [email protected]