The VA Northeast Ohio Healthcare System is recruiting for a Patient Representative. The Patient Representative will function in the Community Outpatient Service.

Duties

Coordinates patient complaints information integrates data into quarterly reports and generate data from the computerized tracking package as requested. Responsible for all patients concerns, issues and contacts for the VA Northeast Ohio Healthcare System and CBOC. Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with healthcare providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Interprets the medical center mission, policies, procedures and available resource/services to the patient and present the patient problems, opinions and need to appropriate staff and management. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies. Developing and coordinating internal review system to assure that both clinical and administrative activities are in compliance with agency and accrediting and regulatory requirements especially as they pertain to Patient Rights and Responsibilities. May assist with congressional and/or patient inquiry letters as requested by the office of the Director. Work Schedule: Monday - Friday 8am - 4:30pm 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 - (Community Outpatient Services)/PD31605A Financial Disclosure Report: Not required VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/16/2024. 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. 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: 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: Act in a front-line staff capacity and identify issues that occur at the point of service, escalate identified complaints through the appropriate chain, assist with complaint resolution, demonstrate diplomacy, good judgment, compassion, flexibility when interacting with patients and staff, maintain a basic understanding of numerous government laws, directives, and policies.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to such a degree or an LL.B. or J.D., if related to the work of this position. (Transcripts must be submitted).. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond ???????I possess a combination of qualifying specialized experience and education as described above to qualify at the GS-9 level. You must possess 6 months of specialized experience equivalent to GS-7 and 1 year of graduate level education. The applicant meets 50 percent of the required experience but none of the required education, since you do not have any graduate study beyond that which is required for GS-7. Therefore, you meet only 50 percent of the total requirement and are not qualified for the position (The applicant's first year of graduate study is not qualifying for GS-9). Transcripts must be submitted. You will be rated on the following Competencies for this position: Accountability Attention to Detail Clerical Conflict Management Creative 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: The work includes walking, standing, bending, carrying of light items such as medical records and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly exposed to high levels of stress. This position demands emotional stability, as the patient advocate is deeply involved with many seriously ill, dying patients and their families. 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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Marquis Belton
• Phone: 216-701-1726
• Email: [email protected]