The Raymond G Murphy Department of Veterans Affairs Medical Center is currently recruiting for two (2) Patient Representatives to work in the Office of the Director, Albuquerque, NM. The incumbent act on the patient's and family's behalf on a variety of difficult and complex questions and issues involving problem resolution and patient advocacy.

Duties

Duties include but are not limited to: Contact members of the hospital staff at all levels concerning any matter or problem relating to patient care which has not been resolved by other services and seeks a resolution, whenever possible; within the full resources of the medical center and VA system. Explores all avenues, crossing all lines of authority and responsibility within the medical center, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Identify existing or potential problem areas and suggests solutions or alternatives to existing procedures Which contribute to these problems. Resolve the most difficult and complex problems, expedites services, and Implements necessary corrective measures within established facility policies. Reviews files and records, and discusses with personnel or witnesses regarding any practice that appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility and reports such findings with recommendations for improvements to the facility Director and/or top management team. Serve as a staff member directly supporting the top management team responsible for the planning; organization, development, direction and evaluation of medical center administration, Ensure that national VA patient advocacy program requirements are met by collecting, analyzing, and evaluating relevant data; and preparing meaningful reports based on that data. Serve as an advocate for patients throughout the facility. Receive and listen to complaints and grievances from patients or from individuals on behalf of patients. Makes inquiries into patient complaints; initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. Act as an advocate for patients to resolve problems. Work Schedule: Monday through Friday, 8:00 am -4:30 pm 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/PD99864S and PD99864A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/23/2024. 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 9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9.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: Specialized Experience GS-9: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing customer service to patients and staff with resolving problems or complaints; Implementing necessary corrective measures within facility policies; Collecting, analyzing, evaluating data and generating reports; Collaborating with staff to improve customer experience. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree. OR, 2 full years of progressively higher-level graduate education leading to such a degree. OR, Related LL.B. or J.D. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond higher level graduate education. Specialized Experience GS-11: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing customer service to patients and staff with resolving problems or complaints; Implementing necessary corrective measures within facility policies; Collecting, analyzing, evaluating data and generating reports; Collaborating with staff to improve customer experience. 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. OR, related LL.M. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond higher level graduate education. You will be rated on the following Competencies for this position: Administration and ManagementCustomer ServiceDecision MakingOrganizational Awareness 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 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. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Raymond G Murphy Department of Veterans Affairs Medical Center 1501 San Pedro Drive, Southeast Albuquerque, NM 87108 US
• Name: Francisco Olmedo
• Phone: (562) 256-2012
• Email: [email protected]