Patient Advocate

4 weeks ago

Louisville, Kentucky, United States VETERANS HEALTH ADMINISTRATION Full time

Job Summary:

This position is located at the Robley Rex VAMC and serves as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences.

The ideal candidate will have excellent customer service skills, be able to work effectively in a team environment, and have a strong understanding of the needs of veterans and their families.

Key Responsibilities:

  • Manage the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements
  • Assist Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints
  • Explore all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution
  • Proactively identify existing or potential problem areas and suggest solutions or alternatives to existing procedures which contribute to these problems
  • Serve as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities
  • Work 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
  • Maintain a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives
  • Serve as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction
  • Ensure VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data
  • Work to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changes
  • Presents patient issues and data at various facility meetings and committees
  • Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements

Requirements:

  • Must be a U.S. Citizen
  • Must be registered with the Selective Service System
  • Must be able to pass a background investigation
  • Must be able to obtain and maintain a security clearance
  • Must be able to work effectively in a team environment
  • Must have excellent customer service skills
  • Must have a strong understanding of the needs of veterans and their families

Preferred Qualifications:

  • Experience working in a healthcare setting
  • Experience working with veterans and their families
  • Experience in patient advocacy or a related field
  • Experience with data analysis and reporting

How to Apply:

To apply for this position, please submit your resume and a cover letter explaining why you are the ideal candidate for this position.

Please note that only applicants who meet the minimum qualifications will be considered for this position.

We are an equal opportunity employer and welcome applications from diverse candidates.

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