This position is located in the Office of the Patient Care Center at the VA Medical Center in San Francisco, CA

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-11. At the GS-07 and GS-09 grade levels, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-11. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds. Promotion is not guaranteed, and no promise of promotion is implied. Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights and 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; 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 which contribute to these problems; 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; 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 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; Performs related duties as required. Work Schedule: Monday through Friday, 8:00am - 4:30pm. Recruitment & Relocation Incentives: Not authorized. 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. Financial Disclosure Report: Not required.

Requirements

Qualifications

MINIMUM QUALIFICATIONS GS-07: One year of specialized experience that equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position, and that is typically in or related to the position. To be creditable, specialized experience must have been equivalent to at least the GS-05 grade level in Federal service. Specialized experience includes: providing administrative support to a medical office/clinic; acting as the first point of contact for phone calls and visitors; using and understanding medical terminology; and using a computer to perform administrative duties. This experience must be detailed in your resume to receive credit. ~OR~ A bachelor's degree with SAA fully qualifying. Applicants who wish to apply under this provision must submit proof from their educational institution that they meet one of the criteria listed below. To qualify for SAA, applicants must have completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled and meet one of the following: Rank in the upper one-third of your class in the college, university, or major subdivision. A grade-point average of "B" (a GPA of 2.95 or higher out of a possible 4.0) for all completed undergraduate courses, or those completed in the last two years of undergraduate study. A grade point average of "B+" (a GPA of 3.45 or higher out of a possible 4.0) for all courses in your major field of study, or those courses in your major completed in the last two years of undergraduate study. Membership in a national honor society (other than freshman honor societies) recognized by the Association of College Honor Societies. For a list of recognized honor societies please visit http://www.achsnatl.org/quick_link.asp. For more information regarding SAA please visit http://www.opm.gov/qualifications/SEC-II/s2-e5.asp#e4f. ~OR~ One full year of graduate education that demonstrates the knowledge, skills, and abilities necessary to do the workA Ph.D., equivalent doctoral degree, 3 full years of progressively higher-level graduate education leading to such a degree, or an LL.M. in a related field that demonstrates your ability to perform the duties of this position. One year of full-time graduate education is the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. Transcripts required. ~OR~ An equivalent combination of specialized experience and graduate education that demonstrates your ability to perform the duties of this position. Your experience must be detailed in your resume and transcripts required. MINIMUM QUALIFICATIONS GS-09: One year of specialized experience that equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position, and that is typically in or related to the position. To be creditable, specialized experience must have been equivalent to at least the GS-07 grade level in Federal service. Specialized experience includes: providing administrative support to a medical office/clinic; acting as the first point of contact for phone calls and visitors; experience in service recovery for a health care system; using and understanding medical terminology; and using a computer to perform administrative duties. This experience must be detailed in your resume to receive credit. ~OR~ A master's degree, equivalent graduate degree, 2 full years of progressively higher-level graduate education leading to such a degree, or an LL.B. or J.D. in a related field that demonstrates your ability to perform the duties of this position. One year of full-time graduate education is the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. Transcripts required. ~OR~ An equivalent combination of specialized experience and progressively higher-level graduate education that demonstrates your ability to perform the duties of this position. Your experience must be detailed in your resume and transcripts required. MINIMUM QUALIFICATIONS GS-11: One year of specialized experience that equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position, and that is typically in or related to the position. To be creditable, specialized experience must have been equivalent to at least the GS-09 grade level in Federal service. Specialized experience includes: providing administrative support to a medical office/clinic; acting as the first point of contact for phone calls and visitors; experience in service recovery for a health care system; knowledge of Veteran services, benefits, and programs; using and understanding medical terminology; and using a computer to perform administrative duties. This experience must be detailed in your resume to receive credit. This experience must be detailed in your resume to receive credit. ~OR~ A Ph.D., equivalent doctoral degree, 3 full years of progressively higher-level graduate education leading to such a degree, or an LL.M. in a related field that demonstrates your ability to perform the duties of this position. One year of full-time graduate education is the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. Transcripts required. ~OR~ An equivalent combination of specialized experience and progressively higher-level graduate education that demonstrates your ability to perform the duties of this position. Your experience must be detailed in your resume and transcripts required. 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

IMPORTANT: 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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]