Duties

Serves as a liaison between the medical center, CBOCs, patients, staff, and community partners regarding patient experience, patient rights and advocacy.

Serves as the Supervisor Management and Program Analyst with primary purpose of this role to enhance the Veterans experience.

Assure the timely resolution of patient and family complaints, identify and participate in the identification and correction of system issues, educate staff regarding patient centered strategies and analyze data, identifying trends and patterns that create difficulty for patients or families.

Maintain clear communication between the Veteran population, staff and facility leadership.

Responsible for supporting the proactive training initiatives including PATS-R Training, Own the Moment, New Employee Orientation and other educational programs involving topics pertinent to support of the Veteran Experience mission.

Administers established follow-up procedures for ensuring that actions are implemented in a timely manner, independently taking appropriate action necessary to coordinate and implement programs or activities to correct problems.

Works closely with clinical and administrative services by reviewing, analyzing, and making recommendations for actions to resolve patient concerns. Participates in meetings which may include Joint Commission, SOARS, OIG, audits, etc.

Provides direct supervision of Patient Advocates, MyHealtheVet and Outreach Programs as well as other staff when assigned.

Manages staff leave, assigns work to be accomplished, ensures coverage is adequate for the service, issue necessary discipline as first-line supervisor, serves as first line signing authority for purchases, timecards and equipment.

Assists patients in understanding their rights in addition to their responsibilities.

Maintains a strong working relationship and liaison with Veteran Service Organizations, community groups, congressional staffers and other entities whose interest is in helping and protecting Veterans, their families and their representatives.

Interprets the Medical Center's mission, policies, procedures and available resource/services to the patient and presents the patient's problems, opinions and needs to appropriate staff and management.

Explains eligibility and entitlements to patients and their families as well as overcoming barriers to enrollment for VA health care.

Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems.

Acts to resolve problems, expedite services, or implement necessary corrective measure within established facility policies and where appropriate through committee participation.

Receives and listens to complaints and grievances from patients or from individuals on behalf of patients unresolved at the service level.

Perform other assigned duties.

Work Schedule: 7:45am - 4:30pm - Monday - Friday
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Program Analyst/PD022750
Relocation/Recruitment Incentives: INCENTIVE Authorized - 2 Year Service Agreement
Financial Disclosure Report: Not required

Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/05/2022.

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. Most recent SF-50 if you are a current or former Federal employee-within this Calendar year.

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 as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience using the Patient Advocate Tracking System (PATS-R), timely resolution of patient and family complaints, identify and participate in the identification and correction of system issues, educate staff regarding patient centered strategies and analyze data, identifying trends and patterns that create difficulty for patients or families, reports analysis and documents patient status, changes, Reviews and prepares comprehensive data analysis and recommends remedial actions, reviewing, analyzing, and making recommendations for actions to resolve patient concerns, manages staff leave, assigns work to be accomplished.

You will be rated on the following Competencies for this position:

• Administration and Management
• Attention to Detail
• Communications
• Customer Service
• Leadership

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: Regular and recurring work of this position is sedentary in nature, involves sitting at a desk, conferences, meetings, etc. and walking to various areas of a campus-style facility. Work will involve a significant amount of work on a computer or writing. Occasional travel may be required to attend meetings, conferences or trainings held at community-based outpatient clinics, VISN office or national conferences. No special physical exertion is required.

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.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified : applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ .

This job opportunity announcement may be used to fill additional vacancies.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .