The Patient Representative are primarily responsible for complaint resolution with service recovery, receiving compliments, working with SLAs to help resolve issues and concerns and communicating with patients about their experiences of care. Collaborating with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience throughout the organization.

Duties

Duties include but are not limited to: Serves on committees whereby patient complaints are identified, resolved, classified, and the data is utilized to improve overall services to patients. 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. Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Maintaining the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. 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. Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Safeguards privacy data/sensitive policy-making data against unauthorized disclosure. Works closely with Public Affairs to include patients' feedback and increase community and Veteran awareness of VA health care resources. Completes other duties as assigned. Work Schedule: Monday - Friday 8:00 AM - 4:30 PM 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/PD99864-A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not authorized Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): 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, 11/01/2023. 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-11 position you must have served 52 weeks at the GS-09. 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. Preferred Experience: 1 + year customer service. Working with multiple services to resolve issues, Administrative skills, 3 + years of VA work history. 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-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Excellent telephone etiquette and interpersonal skills. Assisting patients, families, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Collaborates with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience. Managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Assisting patients in understanding their rights, in addition to, their responsibilities. 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, orLL.M., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an an appropriate combination of specialized experience and education. You will be rated on the following Competencies for this position: ComplianceConflict ManagementCritical ThinkingCustomer ServiceVeteran and Customer Focus 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 employee is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the employee 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 Orlando VA Medical Center 13800 Veterans Way Orlando, FL 32827 US
• Name: Sally Jordan
• Phone: 813-919-9130
• Email: [email protected]