Serves as a patient advocate providing lateral integration of care for Veterans and their family members. Serves as a liaison to medical staff to ensure Veterans receive prompt and appropriate medical care and have access to full entitlement of benefits. Represents the VHA and M2VA in collaboration with community and military agencies. The work impacts the care Veterans receive and the ability to provide seamless care across agencies and facilities within VA.

Duties

Patient Advocacy Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate. Has the overall responsibility for the resolution of patient problems which arise regarding M2VA Program. Serves as an "advocate" for assigned M2VA patients within the facility. Administrative Patient Care Provides information and assistance to veterans and family members regarding eScreening outreach, readiness, education of service. Collects, analyzes, and evaluate data generated and produce meaningful reports based on that data as it relates to quality and customer service standards. Will be available to Veterans to provide education regarding benefits, entitlement and eligibility regarding Veteran health care and Veteran benefits. Assists, when necessary, with completion of administrative tasks. Provides a channel through which Veterans can seek solutions to problems, concerns, and unmet needs. Collaborates with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints relevant to M2VA CM Program. Evaluates Programs and/or Monitors Data Acts as a quality assurance specialist within the M2VA CM Program, helping to ensure for accuracy of patient care data. Prepares and monitors evaluation data, analyzes data, identifies discrepancies, make corrections, and recommends a course of action to assure accuracy and timeliness of future data input. Anticipates needed changes and improvements in the management of Veteran care. Offers new and different solutions to Veteran problems and/or concerns. Comprehend, interrelate, evaluate facts, distinguish between causes and effects, understands fundamental problems, and can develop solutions logically and systematically. Outreach Coordinator Participates in transitional Service Member and Veteran community activities. Provides education, collaboration, and knowledge to stakeholders to include community partners to interpret the VHA and M2VA mission, purpose, philosophy, policies, procedures, and services. Outreach is provided to the Veteran and/or family members, and military and Veteran community, agencies in order to provide representation of the VHA and M2VA Program. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday to Fridays 7:00 am -4:00 pm Telework: This position may be authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD14291-A and PD14292-A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/03/2024. 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-09 position you must have served 52 weeks at the GS-07. 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. You may qualify based on your experience and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Ability to work without more than normal supervision. Works using judgment to recognize and refer situations not covered by instructions to the supervisor. Able to use judgment in locating, selecting, and applying the most appropriate instructions, references, or procedures to management or program analysis on technical assignments. Make minor deviations in guidelines to adapt to specific tasks when questioning officials concerning errors or discrepancies in reports. Refers situations involving significant deviations from established guidelines to the supervisor for guidance or resolution. Provide advice and assisting Veterans to obtain benefits and entitlements and resolving problems in obtaining needed services. ~OR~ Education: Applicants may also qualify for this position using their education. Applicants are required to have successfully completed a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. ~ OR~ Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, and may be computed by first determining the total qualifying experience as a percentage of the experience required for the grade level; then determining the education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11. (When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used.) GS-11 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: Recognizing and removing institutional barriers to the provision of optimum health care to veterans. Identifies existing and potential problem areas, suggests solutions or alternatives. Implement necessary corrective measures. Serves as a patient "advocate" providing education regarding Veteran benefits, entitlement, and eligibility on health care. Collects, analyzes, and evaluate data generated and produce meaningful reports. Provides a channel to patients and seek solutions to problems, concerns, and unmet needs. Collaborates with health care providers, support staff in preventing and resolving patient complaints. Prepares, monitors, evaluated and analyze data, identifies discrepancies, make corrections, recommends a course of action. Anticipates needed changes and improvements in Veteran care. ~OR~ Education: Applicants may also qualify for this position using their education. Applicants are required to have successfully completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related. ~ OR~ Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11. (When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used.) You will be rated on the following Competencies for this position: Conflict ManagementCustomer ServiceData ManagementDecision MakingInterpersonal SkillsProblem Solving 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: May often walk; stand, bend and climb stairs in the performance of their assigned duties. Travel may be required with involves operation of a moving vehicle. Must maintain valid Colorado State license as use of government vehicles are required for community outreach. Assigned duties within various VA ECHCS clinic locations and Veteran home visits. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Eastern Colorado HCS Denver 13611 E. Colfax Ave Aurora, CO 80045 US
• Name: Maximino Padua
• Phone: 801-584-1284 X2215
• Email: [email protected]