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Patient Representative

3 months ago

Chesapeake, Virginia, United States VETERANS HEALTH ADMINISTRATION Full time

SummaryThis position is located at the Hampton VA Medical Center, North Battlefield VA Outpatient Clinic (NBVAOPC) serving as a Patient Representative responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences.

Due to the diversity of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.

This job is open toInternal to an agencyCurrent federal employees of this agency. Clarification from the agencyOpen to current, permanent employees of the Veterans Health Administration only.
VideosDutiesThe North Battlefield VA Outpatient Clinic (NBVAOPC) is scheduled to open in November of 2024.

Those hired for these positions will be required to work at the VA Medical Center or one of the other CBOCs (management determination based on need) until the NBVAOPC opens.

Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients.

Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care.

Major duties and responsibilities include:

Complaint Resolution Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements.

Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints.

Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution.

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

Patient Representation and Relationship ManagementServes as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities.

Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution.

Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives.

Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction.

Data Analysis/System ImprovementEnsures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that dataWorks to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changesPresents patient issues and data at various facility meetings and committeesWorks closely with Facility Management to discuss trending concerns that may indicate the need for system improvementsWork Schedule:
Monday - Friday, 8:00am - 4:30pm ESTVirtual: This is not a virtual position

Position Description/PD#:

Patient Representative/PD99864SRelocation/Recruitment Incentives:
Not AuthorizedCritical Skills Incentive (CSI): Not ApprovedPermanent Change of Station (PCS): Not Authorized

Financial Disclosure Report:
Not requiredRequirements Conditions of EmploymentYou must be a U.S. Citizen to apply for this jobSelective Service Registration is required for males born after 12/31/1959You may be required to serve a probationary periodSubject to background/security investigationSelected applicants will be required to complete an online onboarding processParticipation 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.

QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/23/2024.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-11 position 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.

Selective Placement Factor:
Previous history with grievances, customer service, collaboration and networking, and ability to develop rapport with Veterans

Quality Ranking Factor:
Previous experience, familiarity with Hampton VAMC, customer service, ability to train others.
To qualify for this position at the GS-11 level, you must meet one of the following:

Specialized Experience:

You must have one year of specialized experience equivalent to at least the next lower grade level (GS-09) in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to:
providing customer service to patients and staff with resolving problems or complaints; identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence; collaborating with facility staff to improve the patient experience

OR,Education:
Successfully completed three (3) years of progressively higher-level graduate education leading to a Ph.
D. degree, or Ph.
D., or equivalent doctoral degree in the related field of the position to be filled.

The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position.

NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation.

OR,Combination:

Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements.

The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position.

NOTE:
Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

Preferred Experience:
Customer service, emotional regulation, understand policy and procedures as well as familiarity with Hampton VAMC.

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

Analysis and Problem SolvingCommunicationConflict ManagementCritical ThinkingCustomer ServiceManages and Organizes InformationExperience 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.

The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality.

Visits are routine to the units/clinics, as well as administrative offices in the Facility. This position may encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at 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:
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:
informationThe 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 job opportunity announcement may be used to fill additional vacancies.

Pursuant to VHA Directive , 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

BenefitsA career with the U.S. government provides employees with a comprehensive benefits package.

As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Opens in a new windowLearn more about federal benefits.

Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.

How You Will Be EvaluatedYou 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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

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.

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.

BenefitsA career with the U.S. government provides employees with a comprehensive benefits package.

As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Opens in a new windowLearn more about federal benefits.

Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.

Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits.

Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.

You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

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

ResumeSF-50/ Notification of Personnel ActionThe 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 LetterResumeSeparation Notice (RIF)

SF-50/ Notification of Personnel ActionTranscriptSF-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 employeeAn 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-gradeAward 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; orPromotions with an effective date more than one year old; orSF-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 fromschools 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.

How to ApplyAll applicants are encouraged to apply online.

To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (ET) on 05/23/2024 to receive consideration.

To preview the questionnaire click begin, click Apply Online to create a USA JOBS account or log in to your existing account.

Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, , select the Application Status link and then select the more information link for this position.

The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.

Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement.

You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact informationCindy VA Medical Center100 Emancipation DriveHampton, VA 23667USNext stepsOnce your online application is submitted you will receive a confirmation notification by email.

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.

Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications.

Information regarding your application status can be found in the USAJobs Help Center.

NOTE:

Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.

Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.

VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students.

HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity (EEO) PolicyCriminal history inquiriesReasonable accommodation policyFinancial suitabilitySelective ServiceNew employee probationary periodSignature and false statementsPrivacy ActSocial security number requestRequired Documents

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