This Patient Advocate Manager position is located within the Assistant Directors Office at the South Texas Veterans Health Care System (STVHCS) in San Antonio, TX. The primary purpose of this position is to serve as the program coordinator and is administratively responsible for and has oversight of the patient advocate 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*** Major Duties: Develops, implements, coordinates, and evaluates a comprehensive patient advocate program for all veteran enrollees. Administers information and uses analytical systems to evaluate and enhance the quality of services provided to veterans presenting concerns related to their health care received at STVHCS. Ensures each complaint/concern is addressed accurately and swiftly and that each complaint is documented in the Patient Advocate Tracking System (PATS). Collects, aggregates, analyzes, trends, and reports program data to senior management. Evaluates program progress and outcomes and utilizes data to continuously modify and improve the program and processes. Develops and implements methods for measuring effectiveness of patient satisfaction utilizing outcome evaluations to improve treatment and services. Serves on various committees and serves as the subject matter expert providing data related to patient satisfaction. Provides technical and administrative supervision to seven Patient Advocates, GS-301-11 and one Patient Advocate, GS-301-7/9/11. Directs, coordinates, and oversees work of staff. Effects disciplinary measures such as warnings and reprimands. Provides or arranges for needed development, education, and training. Performs other related duties as assigned. Work Schedule: Monday-Friday, 8:00am to 4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Financial Disclosure Report: Not Required

Requirements

Qualifications

Minimum Qualification Requirement: At least one full year of specialized experience equivalent to the GS-11 level or higher 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/or evaluating relevant patient care data; identifying existing or potential problem areas in patient care and suggesting solutions or alternatives; and serving as a liaison between a medical facility, patients, and staff to ensure patient rights and responsibilities, advocacy, and/or 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: CommunicationsConflict ManagementLeadershipOrganizational AwarenessVeteran and Customer Focus 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 regular and recurring work of the position involves sitting at a desk, attending conferences and meetings, and occasional visits to other work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. 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 Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]