The primary purpose of this position is to serve as a first level supervisor, providing planning, directing, organizing and exercising control over nonsupervisory employees assigned Patient Advocate Office. The position is located in the Veteran Experience Service, in the Patient Advocate Office and reports to the Supervisory HSS Veteran Experience Officer (VEO).

Duties

This position performs work as a Supervisory Patient Representative ensuring patient concerns are heard and addressed to improve the overall experience and quality of care for patients. The core duties of this position include but are not limited to: Plans, organizes, and directs the Activities of the Patient Advocate Office, ensuring staff comply with legal and regulatory Requirements and meets customer needs. Balances workload and provide advice, guidance and direction on a wide range of Patient Advocate Office and administrative issues. Attends meetings and disseminate information as related to the department. Ensures that VHA's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans, and work products and services. Serves as member of various committees to review patient care and issues of quality improvement. Interprets TVHS' mission, vision, policies, procedures, and available resources/services to the patient and presents the patients concern, opinions, and needs to appropriate staff and management. Trains TVHS staff in skills, programs, and methodologies related to Customer Service, Patient Advocacy, and Patient Centered Care Works directly with healthcare teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff ***A one-year supervisory/managerial probationary period may be required.*** Work Schedule: Monday - Friday | 7:30 AM - 4:00 PM CST Telework: Ad-Hoc, as determined by the agency policy. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD709070 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not Approved Financial Disclosure Report: Not Required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/09/2024. 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 as described below: GS-12 SPECIALIZED EXPERIENCE: Applicant's must possess at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-11) in the Federal Service, that is directly related to the work of the position and has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience is defined as: Plans, organizes, and directs the activities to comply with legal and regulatory requirements. Researches, interprets, analyzes and applies directives. Establishes policies and procedures. Schedules work in a manner that promotes a smooth flow and even distribution. Identifies need for changes in priorities and takes action to implement such changes. Assigns work to subordinate employees. Advises and provides counsel to employees regarding policies, procedures, and directives of management. Participates in special projects and initiatives and performs special assignments. Serves as the liaison between the Facility, patients, staff and the community. 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 DEMANDS: 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. WORK ENVIRONMENT: The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality. Visits are routine to the units/clinics, as well as administrative offices in the Facility. The incumbent may encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious. 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 Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Lisa Purnell
• Phone: 312-569-8095
• Email: [email protected]