This position is located at the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), VA Medical Center, Salem, Virginia. The incumbent reports to the Chief, Veteran Experience Officer in the Veterans Experience and Consumer Affairs Service Line and serves as the Supervisory Patient Representative, who represents the interests of Veteran patients in all areas of the medical center.

Duties

The Major Duties and Responsibilities of the Supervisory Patient Representative includes but is not limited to the following: Complaint Resolution & Patient Representation The incumbent of this position coordinates and maintains active Service Level Advocates and Liaisons in each service line. Manage complaint resolution, data capture and analysis of complaints to make system improvements. Make recommendations regarding methods, practices, and procedures to address problem resolution. Implement these recommendations and guide Service Lines through process improvement. Facilitate service specific knowledge, training, and build a cooperative atmosphere for communication between services and Patient Advocates Liaison between facility, patients, staff and the community, ensuring Patient Rights and Responsibilities, advocacy and services are available. Liaison for Veteran Service Organizations, community groups, congressional staffers, and other entities whose interest is in helping and protecting Veterans, their families, and their representatives. Pull detailed data analysis and explain to Service Level leaders and leadership through written and verbal reporting structures in formal and informal meetings/committees. Develop new or modified Veteran Experience policies, regulations, goals, or objectives to better the Patient Experience at the Salem VAMC. Partners with the Public Affairs program to publicize Veteran Experience programs within the Salem VAMC and CBOCs via the VEO SharePoint, bulletin boards, flyers, and staff and/or Veteran activities. This position will assist in providing coordination between VISN Veteran Experience Program Manager and the Salem VAMC Veteran Experience program. Work with key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of system problems that impede internal and external Veteran Experience Satisfaction. Coordinate and enforce special PATS documentation requirements, including but not limited to the Caregiver Support Program, Harassment Concerns, and Disruptive Behavior Appeals. Data Analysis Duties Ensure VHA Patient Advocacy goals, policies, and requirements are met by collecting, analyzing, and evaluating relevant data Prepare meaningful reports based on data. Active member on assigned committees where patient complaints are identified, resolved, classified, and the data is utilized to improve overall services to patients. Track and trend Veteran data from survey and feedback tools to identify perception trends. Supervisory Duties This position plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work while providing final technical authority over the final work product. Develops and evaluates work performance and performance standards of subordinates. Audits PATS Cases for accuracy, abide by standards set by joint Commission and Veteran Experience Standard Operating Procedures. Gives advice, counsel, or instruction to employees on both work and administrative matters. This position identifies developmental and training needs of employees, providing or arranging for needed development and training; Trains staff in customer service techniques and service recovery. Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees of the team with respect to technical and administrative matters. Performs other duties, as assigned. Work Schedule: M-F 7:45 - 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#: Supervisory Patient Representative/PD023600 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/30/2024. 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. 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. 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: planning, developing and evaluating the Patient Advocate Program, reviews patient advocates work, responds to patient complaints, communicates through phone calls, emails, and walk-in visits, enters data into the Patient Advocate Tracking System (PATS), collects aggregates, analyzes trends, and reports program data, directs work of staff, sets and adjust short and long term priorities, perform difficult and complex advisory, assistance, and coordination functions. You will be rated on the following Competencies for this position: CommunicationConflict ManagementCritical ThinkingManages and Organizes InformationManages Human ResourcesTeaching Others 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 is sedentary in part involving writing at a desk, working at a computer terminal, conferring with others, and attending conferences, and meetings. Considerable standing and walking throughout the VACOHCS and the grounds of each CBOC is required. Driving or riding in a vehicle is also required on a routine basis to attend outside meetings, interviews, and special events. The incumbent must attend lengthy meetings, both during and after regular scheduled work hours. This involves a great deal of walking throughout the facility. In addition, the incumbent travels to events promote the Veteran Experience program. This involves carrying, lifting, and using display panels. Travel to other VA facilities could be required for meetings and education. 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.

Contacts

• Address Salem VA Medical Center 1970 Roanoke Boulevard Salem, VA 24153 US
• Name: Jessica Krahe
• Phone: (724) 290-8372
• Email: [email protected]