The Wilmington VA Medical Center is recruiting for one Supervisory Patient Representative. The Supervisory Patient Representative will function in the Director's Office.

Duties

The duties of a Supervisory Patient Representative includes but not limit to: Greets others with professional courtesy; acknowledge presence of others and uses appropriate salutations. Maintains appropriate rapport with internal and external customers to facilitate the accomplishment of the medical center goals and mission. Planning and organizing the Patient Advocate Program and is considered the Veteran Experience Champion- coordinating with the staff and management personnel, and conducting all phases of the program requirements. Informs the Director of potentially controversial findings, issues, or problems with widespread impact. Develops policies and procedures for program operation and prepares reports and statistics for facility, VISN, and national use. Works collaboratively with leadership and service lines to ensure customer service and patient satisfaction are measure, monitored and evaluated within all clinical and administrative areas. 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: Monday - Friday, 8:00 a.m. - 4:30 p.m. Compressed/Flexible Schedule: Not applicable. Telework: Not applicable. Duty Location Status: Wilmington VAMC Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD02857T Relocation/Recruitment Incentives: Not applicable. Permanent Change of Station (PCS): Not applicable. Financial Disclosure Report: Not applicable. Certification Requirements: Not applicable. Physical Requirements: Includes walking, standing, bending, carrying of light items such as medical/administrative documents and occasionally assisting with a wheelchair. In some instances, relations with Veterans can become intense and the incumbent may be placed in a position of stress. This position demands emotional stability.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/16/2024. 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. For a GS-13 position you must have served 52 weeks at the GS-12. 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: GS-12 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: acting as a liaison for Veteran groups; representing leadership at community events; routinely displays courteous and respectful behavior to all customers, greets others with a smile, identifying and explaining entitlement to Veterans, their families, and representatives; and the ability to supervise. and keeps supervisor and/or team leader informed to difficult and/or controversial issues and unique problems. GS-13 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: assuring policy and procedures are being followed; monitoring long- and short-range goals for completion; acting as a chairperson on Veteran specific committees; identifying patient satisfaction problems and developing plans to address; analyzing various reports to develop strategies and plans to address concerns. You will be rated on the following Competencies for this position: Accountability Customer Service Human Resources Management Information Management Planning and Evaluating Project Management Teamwork Teaching 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. 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 Wilmington VA Medical Center 1601 Kirkwood Highway Wilmington, DE 19805 US
• Name: Brianna Buckingham
• Email: [email protected]