Patient Representative
Duties include but are not limited to:
Communicates with patients and families and with clinical and administrative staff to enhance responsiveness by the medical center in meeting the health care needs of Veterans. Identifies problems or answers questions about services provided; identifies sources of difficulty in obtaining services; provides information about services and interprets VA regulations and medical center policies and procedures for the benefit of the veteran; makes appropriate referrals to other services within the Medical Center or community and provides follow-up to ensure that satisfactory services has been provided. Receives and hears complaints and grievances from patients or from individuals on behalf of patients. Has responsibility for the resolution of patient complaints; investigates complaints, initiates action or change to rectify the situation and reports corrective measures taken to the patient or family when warranted. Monitors and evaluates corrective measures taken. Acts as an advocate for patients using seasoned judgment to resolve problems. Assists patients in understanding their rights in addition to their responsibilities. Investigates all areas, files, records, personnel or other witnesses where any proactive appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the Medical Center and reports such findings with remedial recommendations to the Customer Service Specialist. Identifies elements of clinical or administrative practices, which contribute to or causes patient complaints and recommends to high authority changes, which will reduce or eliminate justified complaints. Demonstrates a working knowledge of eligibility and explains to applicants their entitlement for medical care and benefits. Maintains an up-to-date referral listing of local veteran representatives, as other VA benefit issues may need to be resolved. Ensures through routine ward visits, that each patient is visited and provided information on how to contact the Patient Representative and the help he/she may provide. Utilizes volunteers for ward visits and the after hospitalization We Care call-back program. Receives all locally prepared patient satisfaction surveys returned to the Medical Center and keeps statistical reports based on information received. Groups and analyzes problems, discovers trends, and makes appropriate recommendations to all levels of management in order to eliminate operational and organizational obstacles to effective delivery of quality patient care. Maintains quarterly statistics outlining types of patient problems, most frequently reported problems, new problems that may have arisen and whether there has been any improvement in the quarter. Reports to the Customer Service Specialist regarding trending and problem areas. Utilizes Patient Representative Complaint Form to help identify problems and problem areas, which will be used by the Patient Representative for data collection. This data may be used by quality management, risk management or the Public Relations Officer when dealing with problems that arise out of misunderstanding about the medical center's mission. Maintains a working liaison with Veterans' organizations, community groups, and other groups that have an interest in helping and protecting patients and their families. Provides information with which to answer complaints, congressional inquiries, etc. Maintains close liaison with congressional offices and responds to their staff, through the Medical Center Director, on matters involving patient dissatisfaction. Maintains good public relations in all contacts with people outside the medical center. All other duties as assigned Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Monday-Friday, 8:
00am-4:
00pm Telework:
Available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD70333-A and PD70332-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 09/18/2020. 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. And for the 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. You may qualify at the GS 7 grade level 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 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:
experience with patients' rights and advocacy within the healthcare setting; and performing administrative work that involves knowledge of the principles, concepts, policies, and objective applicable to a patient or health care program, such as working as a patient advocate or liaison; experience with conflict resolution and de-escalation; OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or superior academic achievement; OR, Combination:
Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, 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. You may qualify at the GS 9 grade level 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 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:
Assisting patients in understanding their rights and responsibilities; locating, analyzing and interpreting agency policies and procedures to identify available solutions; Demonstrates techniques to calm behavior and resolve concerns, particularly in a potentially emotionally charged situation; identifying trends adversely impacting provision of healthcare and works to address systemic problems with tact and diplomacy, providing education and enhancing organizational awareness; Translates complex technical knowledge into language that can be effortlessly conveyed to Veterans and staff; Applies skill in interviewing; knowledge of the process of initiating an inquiry; knowledge of counseling principles and information storage and retrieval techniques; Knowledge applicable to a wide range of duties involving oral and written communication principles, practices, techniques and methods; analytical methods; OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree; OR, Combination:
Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, 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. You will be rated on the following Competencies for this position:
Analytical ReasoningOral CommunicationProblem SolvingWriting 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. Ensure to list your volunteer experience as you would paid experience, to include dates worked and hours worked per week to be creditable. 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:
Incumbent works and circulates throughout the Medical Center in general office and ward areas. There can be extensive walking and standing for long periods with some stooping, bending, and lifting when searching for or carrying medical charts. In some instances relationships with patients can become intense and the Patient Representative is placed in a position of stress in an attempt to resolve the conflict to the satisfaction of the patient, which may be unrealistic. This position demands motional stability, as the Patient Representative is involved with many seriously ill, dying patients and their families. Work Environment:
Work is performed in an administrative and clinical environment with frequent visits to medical/surgical wards and outpatient clinics. May encounter emotionally upset or other medical emergent patients including those with contagious diseases. Incumbent is not usually exposed to other unusual risks or discomforts. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Communicates with patients and families and with clinical and administrative staff to enhance responsiveness by the medical center in meeting the health care needs of Veterans. Identifies problems or answers questions about services provided; identifies sources of difficulty in obtaining services; provides information about services and interprets VA regulations and medical center policies and procedures for the benefit of the veteran; makes appropriate referrals to other services within the Medical Center or community and provides follow-up to ensure that satisfactory services has been provided. Receives and hears complaints and grievances from patients or from individuals on behalf of patients. Has responsibility for the resolution of patient complaints; investigates complaints, initiates action or change to rectify the situation and reports corrective measures taken to the patient or family when warranted. Monitors and evaluates corrective measures taken. Acts as an advocate for patients using seasoned judgment to resolve problems. Assists patients in understanding their rights in addition to their responsibilities. Investigates all areas, files, records, personnel or other witnesses where any proactive appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the Medical Center and reports such findings with remedial recommendations to the Customer Service Specialist. Identifies elements of clinical or administrative practices, which contribute to or causes patient complaints and recommends to high authority changes, which will reduce or eliminate justified complaints. Demonstrates a working knowledge of eligibility and explains to applicants their entitlement for medical care and benefits. Maintains an up-to-date referral listing of local veteran representatives, as other VA benefit issues may need to be resolved. Ensures through routine ward visits, that each patient is visited and provided information on how to contact the Patient Representative and the help he/she may provide. Utilizes volunteers for ward visits and the after hospitalization We Care call-back program. Receives all locally prepared patient satisfaction surveys returned to the Medical Center and keeps statistical reports based on information received. Groups and analyzes problems, discovers trends, and makes appropriate recommendations to all levels of management in order to eliminate operational and organizational obstacles to effective delivery of quality patient care. Maintains quarterly statistics outlining types of patient problems, most frequently reported problems, new problems that may have arisen and whether there has been any improvement in the quarter. Reports to the Customer Service Specialist regarding trending and problem areas. Utilizes Patient Representative Complaint Form to help identify problems and problem areas, which will be used by the Patient Representative for data collection. This data may be used by quality management, risk management or the Public Relations Officer when dealing with problems that arise out of misunderstanding about the medical center's mission. Maintains a working liaison with Veterans' organizations, community groups, and other groups that have an interest in helping and protecting patients and their families. Provides information with which to answer complaints, congressional inquiries, etc. Maintains close liaison with congressional offices and responds to their staff, through the Medical Center Director, on matters involving patient dissatisfaction. Maintains good public relations in all contacts with people outside the medical center. All other duties as assigned Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Monday-Friday, 8:
00am-4:
00pm Telework:
Available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD70333-A and PD70332-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 09/18/2020. 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. And for the 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. You may qualify at the GS 7 grade level 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 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:
experience with patients' rights and advocacy within the healthcare setting; and performing administrative work that involves knowledge of the principles, concepts, policies, and objective applicable to a patient or health care program, such as working as a patient advocate or liaison; experience with conflict resolution and de-escalation; OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or superior academic achievement; OR, Combination:
Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, 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. You may qualify at the GS 9 grade level 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 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:
Assisting patients in understanding their rights and responsibilities; locating, analyzing and interpreting agency policies and procedures to identify available solutions; Demonstrates techniques to calm behavior and resolve concerns, particularly in a potentially emotionally charged situation; identifying trends adversely impacting provision of healthcare and works to address systemic problems with tact and diplomacy, providing education and enhancing organizational awareness; Translates complex technical knowledge into language that can be effortlessly conveyed to Veterans and staff; Applies skill in interviewing; knowledge of the process of initiating an inquiry; knowledge of counseling principles and information storage and retrieval techniques; Knowledge applicable to a wide range of duties involving oral and written communication principles, practices, techniques and methods; analytical methods; OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree; OR, Combination:
Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, 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. You will be rated on the following Competencies for this position:
Analytical ReasoningOral CommunicationProblem SolvingWriting 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. Ensure to list your volunteer experience as you would paid experience, to include dates worked and hours worked per week to be creditable. 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:
Incumbent works and circulates throughout the Medical Center in general office and ward areas. There can be extensive walking and standing for long periods with some stooping, bending, and lifting when searching for or carrying medical charts. In some instances relationships with patients can become intense and the Patient Representative is placed in a position of stress in an attempt to resolve the conflict to the satisfaction of the patient, which may be unrealistic. This position demands motional stability, as the Patient Representative is involved with many seriously ill, dying patients and their families. Work Environment:
Work is performed in an administrative and clinical environment with frequent visits to medical/surgical wards and outpatient clinics. May encounter emotionally upset or other medical emergent patients including those with contagious diseases. Incumbent is not usually exposed to other unusual risks or discomforts. 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/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$43,251 to $68,777 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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