The Tibor Rubin VA Medical Center is recruiting for one (1) Supervisory Patient Representative in the Experience Office that will work to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Welcome to VA Long Beach Tibor Rubin - History WMC Total Rewards - Power Apps

Duties

Major duties include, but are not limited to the following: Oversee and provide supervisory and program direction for the Patient Advocacy Program. Workload management, setting and adjusting priorities to prepare schedules for the completion of work. Developing, modifying, and/or interpreting performance standards. Explain performance expectations to employees and provide regular feedback on strengths and weaknesses. Manage and coordinate the complaint management process. Provide oversight for all Patient Advocate activities including intake, service recovery, de-escalation, service line engagements, complaint resolution and closure, patient satisfaction, documentation, and communication. Review patient feedback data and organizational performance metrics to project short and long-range planning efforts, ensuring all directive requirements are met while aiming to improve the perception of care for the patient population. Performs other related duties as assigned. Work Schedule: Monday through Friday, 7:30 am to 4:00 pm Telework: Ad-Hoc may be authorized at management discretion Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD14629-O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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, 05/08/2024. 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-12 position you must have served 52 weeks at the GS-11 level. 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-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Leading and implementing the Patient Experience initiatives for clinicians, management, and support personnel at the local facility to foster the culture centered around the patient; Assisting with the development, pilot and on-going implementation of customer service initiatives, patient centered care; Reviewing patient satisfaction data and recommending action plans; and/or Responding to current Patient Experience affairs and proactively planning for a sustainable culture that is patient centric. EVIDENCE OF YOUR EXPERIENCE MUST BE DETAILED IN YOUR RESUME TO RECEIVE FULL CREDIT. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Organizational AwarenessProblem 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: Includes walking, standing, bending, and carrying of light items up to 10lbs. In some instances, relationships with patients can become intense and the incumbent is constantly exposed to elevated levels of stress. This position demands emotional stability, as the incumbent is deeply involved with many traumatized, seriously ill, or terminal 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

There is no educational substitution at this grade level.

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 Long Beach VA Medical Center 5901 East Seventh Street Long Beach, CA 90822 US
• Name: Jeremy Trader
• Phone: 816-764-4280
• Email: [email protected]