Patient Representative

Employer
USAJobs
Location
Richmond, Virginia
Posted
Jan 19, 2023
Closes
Jan 27, 2023
Function
Administrative
Hours
Full Time
Duties

Major Duties GS-7
  • As a Patient Representative, the incumbent serves as a point of contact to assist veterans and their families.
  • The incumbent helps ensure that patients have a personal advocate as they move through the VA system. The incumbent provides coordination of care, advisory and technical assistance to veterans seeking medical care; provides advice on eligibility in the VA system and assists in the facilitation of care required/requested by veterans.
  • Assists patients in understanding their rights in addition to their responsibilities, safeguards and ensures statutory and constitutional rights of patients, and protects them from other kinds of system abuses. Provides information and assistance to veterans and family members regarding benefits, entitlement and eligibility to health care and veteran benefits.
  • Prepares and monitors evaluation data, analyzes data, identify discrepancies, make corrections, and recommends a course of action to ensure accuracy and timeliness of future data input.
  • Collects, analyzes, and evaluates data generated and produces meaningful reports based on that data regarding quality and customer service standards.
  • Generates reports on the status and effectiveness of the medical center patient advocacy program. Provides a channel through which patients can seek solutions to problems, concerns, and unmet needs. Works with health care providers and administrative support staff in medical centers to prevent and resolve patient complaints.
Major Duties GS-9/11
  • Contacts 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.
  • When a problem area or complaint is identified, the incumbent 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.
  • Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.
  • Independently resolves 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 Customer Service Manager or to the Director of Consumer Relations. Upon request information may also be directly provided to the facility Director and/or top management.
  • Serves as a staff member directly supporting the top management team responsible for the planning, organization, development, direction and evaluation of medical center administration.
  • Ensures that national VA patient advocacy program requirements are met by collecting, analyzing, and evaluating relevant data; and preparing meaningful reports based on that data.
  • Serves as an advocate for patients throughout the facility.
  • Receives and listens 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.
  • Acts as an advocate for patients to resolve problems.


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,
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-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. For a GS-11 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. 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-07:
You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: interpreting the Medical Center's mission, policies, procedures, and available resources/services to the patient and presents the patient's problems as they relate to community care; explaining community programs, coordinating their care in the community through various avenues, and providing customer service as the patient's liaison between the VA Medical Center and the community provider; making inquiries into patient complaints, initiating action or changes necessary to correct problem situations; reporting on corrective measures taken to the patient or to the patient's representative.

Specialized Experience GS-09:
You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: using initiative and works independently within the framework established by the supervisor in carrying out recurring assignments such as obtaining, inserting and correcting missing and incorrect data in files and automated systems; following established procedures or instructions; responsible for complaint resolution with service recovery, receiving compliments, working with SLAs to help resolve issues and concerns and communicating with patients about their experiences of care; serving as a Patient Advocate within a VA Medical Facility (e.g., VAMC, CBOC, OPC, etc.). On behalf of the VA Medical Facility Director, this position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution.

Specialized experience GS-11:
You must have one year of specialized experience equivalent to at least the next lower grade GS-09 n the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to collaborating with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience throughout the organization; managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. All inquiries (compliments or complaints) no matter how a facility receives them (e.g., in person, email, voicemail, congressional, mail, survey, MyHealtheVet, etc.) must be documented in the Patient Advocate Tracking System (PATS), routed to the point of service, resolved, coded and closed; assisting SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service; exploring all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution; identifying existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.

You will be rated on the following Competencies for this position:
  • Customer Service
  • Communication
  • Conflict Management
  • Critical Thinking
  • Analysis and Problem Solving
  • Manages and Organizes Information
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

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.

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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date.

The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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 .

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