Patient Representatives within the VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Patient Advocacy utilizes Patient Advocates, as well as, staff members across diverse services/departments who are dedicated to specifically working with patients and their caregivers to resolve complaints that arise at the point of service.

Duties

The incumbent serves as a Patient Representative within a VA Medical Facility. On behalf of the VA Medical Facility Director, this positions covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution. The Patient Representative works exclusively in the Patient Advocate Tracking System (PATS). Although Patient Representatives do not document in the electronic medical record, it is expected that they are well versed in reviewing the record to quickly resolve concerns, whenever possible. The incumbent also provides coverage for fellow Patient Representatives and may be called upon to serve as the Acting Patient Representative Supervisor. The Patient Representative reports to the Patient Representative Supervisor. Effective, high-functioning patient advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Major duties include, but not limited to: Complaint Resolution (35%) Manages the facility's Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures that contribute to these problems Patient Representation (25%) Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution Data Analysis/System Improvement (20%) Ensures VHA Patient Advocacy goals, policy, and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data Works to identify the elements of clinical or administrative practices that contribute to or create an atmosphere for patient dissatisfaction and recommends changes Presents patient issues and data at various facility meetings and committees Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements Relationship Management (20%) Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction This position requires travel, therefore, you must possess a current Driver's License (DL). 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 - Friday, 8am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD99864A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): 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, 03/04/2024. 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. Driver's License: This position requires travel, therefore, you must possess a current Driver's License (DL). Preferred Experience: At least two years of experience in a healthcare setting. An understanding of medical terminology. You may qualify based on your experience and/or education as described below: GS-9 Level 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: Excellent telephone etiquette and interpersonal skills. Assists patients in understanding their rights. Communicates patients' concerns, opinions, and needs to management. Reviews and interprets information contained in medical and administrative records. Reviews and interprets information contained in medical and administrative records. Collaborates with staff in the creation, development, and implementation of initiatives and actions to improve the patient experience. Resolves difficult and complex patient complaints. 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, LL.B. or J.D., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicant for grades GS-9 and GS-11. GS-11 Level 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: Managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Participates in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution. Collects, analyzes, and evaluates patient complaint data. Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures. Manages a patient centered complaint resolution process. Assisting SLAs and front-line staff in resolving issues at the point of service. Identifies, analyzes, and makes recommendations to resolve problems whose solutions may involve workflow, work distribution, staffing, and or organizational structure. Produces cumulative reports to track patient inquiries and trend the patterns to identify area of improvement needed. Identifies training needs for front-line staff in resolving issues on first contact. 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, or LL.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. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicant for grades GS-9 and GS-11. You will be rated on the following Competencies for this position: Analysis and Problem SolvingCommunicationConflict ManagementCritical ThinkingCustomer ServiceManages and Organizes Information 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. Work Environment: The work environment involves the normal risks typical of an office. The incumbent will have routine visits to the units/clinics, as well as, administrative offices in the Facility. The incumbent may encounter upset and frustrated, or highly emotional, veterans and their caregivers or family members who may need soothing in order to obtain the proper data and information so that appropriate problem identification may be made. The incumbent may also encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious. Travel Requirements: Occasional travel is required to provide support at conferences, work groups, programs, or meetings. Travel may involve the use of private and/or commercial conveyance. 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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: DAWN TATUM
• Phone: 850-266-3907
• Email: [email protected]