Patient Representative

Employer
USAJobs
Location
Hampton, Virginia
Posted
Oct 15, 2021
Closes
Oct 16, 2021
Function
Administrative
Hours
Full Time
Duties

Summary

This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), VA Medical Center, Hampton Virginia in the Office of Director. This position serves as a Patient Representative and Veteran Experience Liaison for the Medical Center.

Learn more about this agency

Responsibilities

Clinical Liaison 45%

The incumbent serves as the liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights, and advocacy. The incumbent 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 rights1 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 Experience Manager or the Director. Upon request information may also be directly provided to the facility Director and/or top management. The incumbent will maintain a clear communication between the Veteran population, staff and facility leadership. The incumbent will be responsible for supporting the proactive training initiatives intended to improve the Veteran Experience. 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. The incumbent acts as an advocate for patients to resolve problems.

Organization Analysis 35%

The incumbent assures 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 and families. The Patient Advocate Tracking System (PATS) is a vital resource to patients and managers. The information gained from PATS allows medical center management to understand how well the facility is meeting the expectations of our patients; this information includes concerns voiced by Veterans, significant others, and stakeholders. The incumbent 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.

Patient Entitlements 20%
The incumbent assists patients in understanding their rights in addition to their responsibilities. Maintains a work liaison with Veteran's service organizations, community groups, and other entities whose interest is in helping and protecting Veterans, their families, and their representatives. The incumbent interprets the Medical Center's mission; policies, procedures, and available resources/services to the patient and presents the patient's problems, opinions, and needs to appropriate staff and management.

Work Schedule: Monday-Friday 8:00am-4:30pm
Position Description/PD#: Patient Representative/PD02832A

Travel Required

Not required

Supervisory status
No

Promotion Potential
9

Requirements

Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
  • 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 and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)


Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/15/2021.

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-09 position you must have served 52 weeks at the GS-07. 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.

Specialized Experience: 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: knowledge of the major issues, program goals and objectives, work processes and administrative operations of the medical facility to evaluate and recommend ways to measure, evaluate, and improve the effectiveness and efficiency of key medical center operations. Knowledge of VA and accrediting organization requirements relative to patient rights and responsibilities in order to play a critical and active role in the development and coordination of methods, approaches, and systems to ensure that both clinical and administrative activities are in compliance with agency, accrediting, and regulatory requirements especially as they pertain to patient's rights. Comprehensive knowledge of the principles and practices, laws, regulations, policies and procedures governing eligibility and access to VA benefits and services and skill in applying this knowledge to the most difficult and complex problems which affect the use of programs and related support resources ln order to ensure medical facility compliance with regulatory requirements and to protect patient's rights.
OR,
Education: Applicants may substitute education for the required experience. Possess a master's or equivalent graduate degree or two (2) full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. Graduate Education: Education at the graduate level in an accredited college or university meets the requirements for positions at GS-7 through GS-11. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. One year of full-time graduate education is considered to be the number of credit hours that 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. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended.
OR,
Combination: Applicants may also combine education and experience to qualify at this level. Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11. (When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used.)

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

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.

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

Customer Service
Problem Solving
Client Orientation
Conflict Management

Communications

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: : No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk, conferences, meetings, etc., and occasional visits to activity work sites. Occasional use of automobile and public conveyances may be 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

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

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.

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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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/ .

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

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 .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk

Trust determination process
Suitability/Fitness

Required Documents

To apply for this position, you must provide a complete Application Package which includes:
  • Resume


The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (Schedule A)
  • Disability Letter (VA)
  • Resume
  • SF-50/ Notification of Personnel Action


SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
  • Most recent SF-50 if you are a current or former Federal employee
  • An SF-50 showing 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
  • Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
  • Examples of appropriate SF-50's include:
    • Within grade increases at the highest grade held; or
    • Promotions with an effective date more than one year old; or
    • SF-50's at the highest grade held with an effective date more than one year old.


If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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