Employee will serve as a Supervisory Program Specialist - Supervisory Patient Advocate in the Office of the Assistant Medical Center Director located at the Veterans Healthcare System in Miami, FL.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The primary purpose of this position is to serve as Supervisor of the Patient Representatives and Patient Relations staff responsible for the organization, planning, integrity and evaluation of the Patient Advocate and Patient Relations programs. Duties will include, but may not be limited to the following: Liaisons between medical facility, the patients, employees, Congressional staff, the community, and others whose interest is to help and protect patients, their families, and their representatives regarding patient rights. Participation in related community activities required. Communicates with individuals of different educat6ion, environmental, and cultural backgrounds is essential. When a problem or complaint is identified, explores all avenues to determine the nature and scope of the problem, and initiates action to expedite a resolution. Handles a wide range of difficult contacts and complex situations that contribute to or cause an atmosphere for patient dissatisfaction. Makes recommendations for changes that reduce or eliminate justified complaints. Acts on behalf of the patient and their family, on problem resolution to and remove institutional obstacles to provide optimum quality health care (e.g., benefits, entitlements, healthcare eligibility, etc.) Reviews files and records and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights or causes unnecessary discomforts or embarrassment. Acts on behalf of the facility Director to resolve problems, expedite services, or implement where appropriate, through committee participation. Plays a critical support role in developing and coordinating internal review systems to assure that both clinical and administrative activities follow agency and accrediting and regulatory requirements of patient rights and responsibilities. Serves as a quality assurance specialist, prepares, and monitors evaluation data, identifies discrepancies, makes corrections, and recommends courses of action to assure accuracy and timeliness of future data input; collects, analyzes, and evaluates data generated and produces meaningful reports on the status and effectiveness of the patient advocacy program. Documents findings after thorough analysis of data to identify trends and patterns and compiles data for inclusion in comprehensive analysis; monitors action items to promote satisfactory progress towards remedy. Supervisory: Provides administrative guidance and technical direction for accomplishing the work of the sections; ensures work assignments of employees in the section are carried out. Coaches and provides advice on work methods, practices, and procedures. Provides or arranges for administrative or technical training of staff needs. Performs other duties as necessary. Work Schedule: Monday-Friday, 8:00am - 4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved

Requirements

Qualifications

This position includes a Selective Placement Factor (skill, knowledge, ability or other worker characteristic basic to - and essential for - satisfactory performance of the job). Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration. The Selective Placement Factor for this position is: Experience conducting surveys/studies to capture patient feedback and advocacy outcomes, customer service experience includes data management, e.g., compiling, analyzing, preparing reports of outcome, and communicating status. To meet this SPF, resume(s) must clearly support this experience to be creditable. We will not make assumptions regarding experience. --AND- SPECIALIZED EXPERIENCE: One full year of specialized experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level (GS-11) in the normal line of progression for the occupation in the organization. Specialized experience with implementation of customer service programs. Knowledge of data management and drill down to effect change; Innovative in implementation of new ways of capturing data and root cause analysis; Well versed in quality metrics, and implementation of quality programs to impact customer satisfaction. You will be rated on the following Competencies as part of the assessment questionnaire for this position: AccountabilityCustomer ServiceLeadershipProblem SolvingSelective Placement Factor IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: Employee primarily works in an office setting, sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the patient relations program, will on occasion assist in covering duties which may require being able to push patient in wheelchairs to/from appointments and assist patients into their mode of transportation. 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.

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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Contacts

• Address Bruce W Carter Department of Veterans Affairs Medical Center 1201 Northwest 16th Street Miami, FL 33125 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]