The VA Northeast Ohio Healthcare System is recruiting for a Patient Representative. The Patient Representative will function in the Community Outpatient Service.

Duties

Coordinates patient's complaint information integrates data into quarterly reports and generate data from the computerized tracking package as requested. Responsible for all patients concerns, issues and contacts for the assigned CBOC and others as needed. Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with healthcare providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Interprets the medical center mission, policies, procedures and available resource/services to the patient and presents the patient's problems, opinions and need to appropriate staff and management. Acts to resolve problems, expedite services, and/or implement necessary corrective measures within established facility policies. Assist patients, families and advocates, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to Veterans. Maintain a strong relationship with Veterans Service Organizations, clinic staff, and others whose interests are in helping and protecting veterans, their families, and their representatives. Developing and coordinating an internal review system to assure that both clinical and administrative activities are in compliance with agency and accrediting and regulatory requirements especially as they pertain to Patient Rights and Responsibilities. May assist with congressional and/or patient inquiry letters as requested by the office of the Director. Work Schedule: Monday - Friday 8am - 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#: Patient Representative/PD316220 Financial Disclosure Report: Not required VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/01/2024. 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-11 position you must have served 52 weeks at the GS-09. 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. 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. Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service. Applicants who were previously selected under a Competitive Delegating Examining Unit (DEU) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. In addition to the qualification above you must also have: Specialized Experience/Education/Combination of Experience and Education 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 gradeGS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Making recommendations for changes in programs to enhance veterans' satisfaction; Serving as an advocate for patients throughout the facility; receiving and listening to complaints and grievances from patients or from individuals on behalf of patients; Conducting surveys; Preparing reports. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree. This education must have been obtained in an accredited college or university. One year of full-time graduate education is considered to be the number of credit hours 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education as described above. . Combinations of successfully completed post Master's Degree education and experience may be used to meet total qualification requirements for the GS-9 level, and may be computed by first determining the your total qualifying experience as a percentage of the experience required for the grade level; then determine your education as a percentage of the education required for the grade level; and then add the two percentages. The total percentages must equal at least 100 percent to qualify for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify for positions at the GS-9 level. For example, the position to be filled is a Supervisory Program Specialist, GS-0301-11. You have 9 months of specialized experience equivalent to GS-9 and 2 1/2 years of creditable graduate level education. You meet 75 percent of the required experience and 50 percent of the required education, i.e., you have 1/2 year of graduate study beyond that required for GS-9. Therefore, you exceed the total requirement and are qualified for the position. You will be rated on the following Competencies for this position: Complaint Resolution Patient Representation Data Analyst/ System Improvement Relationship Management 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 of this position is mostly sedentary with some walking, bending, stopping, standing, and carrying of light items weighing approximately 5-10 pounds. May require travel within VA Northeast Ohio Healthcare System facilities and/or offsite for meetings and training.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

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Jesse Schneider
• Phone: 216-327-8733
• Email: [email protected]