The position functions as the Supervisory Patient Representative within the Miami VA Healthcare System (MVAHCS). The incumbent of this position serves as the Supervisor 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 and evaluation of the Patient Advocate and Patient Relations Program.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Serves as the Office of the Director's liaison between the facility, the patients, employees, Congressional staff, Veteran's Service Organizations, the community, and others whose interest is in helping and protecting Veterans, their families, and their representatives regarding patients' rights. Communicates with individuals of different education, environmental, ethnic, and cultural backgrounds is essential. Handles a wide range of difficult contacts and complex situations that contribute to or cause an atmosphere for patient dissatisfaction. Reviews any files or records and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights or causes unnecessary discomfort or embarrassment to patients and/or their families. Reports findings with recommendations for improvements to the facility Assistant Director, Associate Director, and Director. Acts on behalf of the facility Director to resolve problems, expedite services, or implement where appropriate, through committee participation. Plays a critical support role in developing and coordinating internal review systems to assure that both clinical and administrative activities follow agency and accrediting and regulatory requirements especially as they pertain to Patient Rights and Responsibilities. 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; collects, analyzes, and evaluates data generated and produces meaningful reports based on that data as it relates to quality and customer service standards. Documents all findings derived from the information after thorough analysis of data to identify trends and patterns and compiles data for inclusion in comprehensive analysis; monitors action items to promote satisfactory progress towards remedy. Provides all administrative guidance and technical direction for accomplishing the work of the section; ensures all the work assignments of employees in the section carried out. Work Schedule: Monday thru Friday 8am-4:30pm Telework: Ad Hoc Recruitment & Relocation Incentives: Not authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

THE POSITION REQUIRES SPECIALIZED EXPERIENCE: Applicants must possess one full year of specialized experience equivalent to the GS-11 level in the Federal service that equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Qualifying specialized experience includes working directly with health care teams and management as a patient advocate to facilitate resolution to problems; ensuring patient advocacy goals, policy and requirements are met; collecting, analyzing, and evaluating relevant data; identifying existing or potential problem areas and suggesting solutions or alternatives; serving as a liaison between a medical facility, patients, and staff to ensure Patient Rights and Responsibilities, advocacy, and services are available. This experience must be detailed in your resume to receive credit. You will be rated on the following Competencies as part of the assessment questionnaire for this position: AccountabilityCustomer ServiceLeadershipProblem Solving IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. 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 incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality. 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 Bruce W Carter Department of Veterans Affairs Medical Center 1201 Northwest 16th Street Miami, FL 33125 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]