The incumbent serves as a Patient Representative within a VA Medical Facility (e.g., Veterans Affairs Medical Center (VAMC), Community-Based Outpatient Clinic (CBOC), Community-Based Clinic (OPC), etc.). On behalf of the VA Medical Facility Director, this position 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).

Duties

MAJOR DUTIES: Complaint Resolution The Patient Representative is tasked with managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. All inquiries (compliments or complaints) no matter how a facility receives them (e.g., in person, email, voicemail, congressional, mail, survey, MyHealtheVet, etc.) must be documented in the Patient Representative Tracking System (PATS), routed to the point of service, resolved, coded and closed. Patient Representative assist SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service. When a complaint is identified, the incumbent explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order 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 which contribute to these problems. Patient Representation: Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Assists patients in understanding their rights, in addition to, their responsibilities. Provides a channel through which patients can seek solutions to problems, concerns, and unmet needs, recognizing that complaints are a gap between service expectations and the actual experience of the patient. Patient Representatives work 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. Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern, opinions, and needs to appropriate staff and management. Represents the Facility Director in safeguarding and ensuring ethical, statutory, and constitutional rights of patients are met. Data Analysis/System Improvement: Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing meaningful reports based on that data. The Patient Representative works to identify the elements of clinical or administrative practices which contribute to or create an atmosphere for patient dissatisfaction and recommends appropriating official changes which will reduce or eliminate substantiated complaints. The Patient Representative serves on committees whereby patient complaints are identified, resolved, classified, and the data is utilized to improve overall services to patients. The incumbent presents patient issues and data at various facility meetings and committees. Incumbent provides trends of patient inquiries at service and facility levels. Relationship Management: The Patient Representative maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Service Recovery focuses on extending efforts to make up for a situation or experience that did not meet the expectations of the patient. It is an expectation that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership. Patient Representative must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. 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: 8:00 am to 4:30 pm, Monday through Friday (rotating weekend coverage) 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/PD99864A Relocation/Recruitment Incentives: Not Authorized 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, 03/22/2024. 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. Note: You must submit a copy of your most recent personnel action/SF50. Additionally, 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. Interchange Agreement: Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/.You may qualify based on your experience and/or education as described below: You may qualify based on your experience 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:Knowledgeable of hospital systems to effectively address services which are responsible for patient concerns. Thorough knowledge of Federal Laws, VA eligibility regulations and directives governing medical benefits for Veterans and changes which affect these benefits; facility policies, procedures, and organizational structure; services available; and capabilities of clinics. Knowledge is necessary to answer questions for patients, their families or representatives, and to meet the current standards of The Joint Commission and any other regulatory bodies which may govern the Department of Veterans Affairs, Veterans Health Administration. 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 a combination of education and experience to qualify at this level. GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledgeable of hospital systems to effectively address services which are responsible for patient concerns. Comprehensive knowledge of the principles and practices, federal laws, regulations, policies and procedures governing eligibility, benefits, care, access, services, clinical appeals, and privacy and skill in applying this extensive knowledge to the most difficult and complex problems which patients. This involves knowledge of complex policies of various agencies and organizations. Plays a critical role in the development and coordination of methods, approaches, and systems to ensure both clinical and administrative activities are in compliance with agency, accrediting, regulatory requirements, and medical ethics, especially as they pertain to patient rights. 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 a combination of education and experience to qualify at this level. You will be rated on the following Competencies for this position: Computer SkillsConflict ManagementCritical ThinkingCustomer ServiceLearning 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 incumbent 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. 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 Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: Jami Umstead
• Phone: (734) 596-1829
• Email: [email protected]