Veterans Affairs, Veterans Health Administration Patient Representative-Veterans Engagement in Columbus, Georgia
Summary This position Is aligned under the Nurse Manager, Chief, Veterans Engagement Service. The patient representative position is assigned to the Patient Advocacy Program, Customer Service. Responsibilities The primary purpose is to act on the patient and family's behalf on a variety of questions and Issues Involving problem resolution and patient advocacy. Participation Is also expected in identifying Issues that occur on a repetitive basis and in process improvement to correct identified trends and system gaps. Incumbent performs analytical and evaluative work associated with system-wide, Customer Service or Patient Advocate program activities. Duties include but are not limited to: Provides a channel through which patients can seek solutions to problems, concerns and unmet needs and communicate other opportunities for Improvement Works with health care providers and administrative support staff throughout the Health Care System In preventing and resolving patient complaints, incumbent also receives patient compliments. Interprets the Health Care System's mission, policies, procedures, and resource/services to patients and presents patients' problems, opinions, and needs to the appropriate staff. Serves as patient advocate in all areas of the Health Care System for both Inpatient and outpatients. Assists patients, their families and Health Care System staff members In recognizing and removing institutional barriers to the provision of optimum health care for veterans. Identifies and recommends ways of eliminating, combining, simplifying, or improving procedures and processes. The Incumbent collects, analyzes, and evaluates data generate and produce meaningful reports based on that data. Represents the Health Care System Director In safeguarding and ensuring ethical, statutory, and constitutional rights of patients. Identifies existing and potential problem areas and suggests solutions or alternatives to existing procedures which contribute to those problems. Acts on behalf of the facility Director to resolve problems, expedite services, or Implement necessary corrective measures within established facility policies and where appropriate, Including council/committee participation. Receive complaints and grievances from patients or individuals on behalf of patients. Assist patients in understanding their rights in addition to their responsibilities. Has the authority to review any flies or records and discuss with personnel or witnesses regarding any practice which appears to violate patient's rights and/nor which cause unnecessary discomfort or embarrassment to patients, their families, or the health care facility. Develops and conducts In-service education, as necessary, to bring awareness to the Health Care System staff of the patient's perceptions of good customer service thereby contributing to improved customer satisfaction and Improved staff understanding and attitude. Assist with Health Care System public relations by raising patient and family awareness of VA and community health care resources. Efforts are aimed at improving the Image of the Health Care System through the promotion of the available high quality patient care services. Maintain liaison with congressional offices, responding directly with their staff assistants by phone, email, or in writing, when appropriate, on matters Involving patient and/or family dissatisfaction, concerns, or compliments. Participation In professional groups and organizations is encouraged to promote improved communication, Improve public relations. professional growth and the opportunity to share the experience of the VA health system. Serve as a member on various Health Care System committees that review patient care and quality of care Issues such as Ethics, Caregiver Support and Clinical Appeals Committee, Patients Centered Care Council. Women Veterans Advisory, Communication and Customer Service Council (CCSC), Environment of Care. Interdisciplinary Team Meetings and Risk Management. Interfaces with other Health Care System personnel, such as the Persian Gulf War Veterans Coordinator Iraqi freedom/Operation Enduring Freedom (OIF/OEP) Coordinator, the Women Veterans Coordinator and the Military Sexual Trauma (MST) Coordinator, to resolve problems, assist with program planning and Identify-opportunities for Improvement. Serves as a mentor/consultant for service-level Customer Service Representatives in the Service Recovery Program to resolve issues at the lowest level. Conducts organizational analysis, performing work In direct support of the program administration and of general management and/or program analysis functions in which knowledge of the purpose, operation, methodology, and techniques characteristic of specific program analysis functions Is required. Work Schedule: Monday-Friday, 8:00 AM - 4:30 PM, Subject to change based on agency needs. Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Patient Representative-Veterans Engagement/PD09299A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/02/2021. 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-9 position you must have served 52 weeks at the GS-7. 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: 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: . OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have . 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 master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related . You will be rated on the following Competencies for this position: Analysis and Problem SolvingCommunicationComputer SkillsCustomer ServiceOrganizational Stewardship 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: Work is primarily sedentary, employees may be required to walk throughout the campus for meetings, may be required to carry objects such as manuals or cases of paper as needed for daily work. 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. 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.