This position is located at the Louis Stokes Cleveland VA Medical Center serving 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 of care occurs. Due to the variety of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.
In order to qualify for this position, you must meet the following requirements within 30 calendar days of the closing date listed on the announcement: 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. 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. 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. 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. Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service. Applicants who were previously selected under a Competitive Delegating Examining Office (DEO) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. In addition to the qualification above you must also meet the following: You will be rated on the following Competencies for this position: GS-9: 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: acting in a front-line staff capacity and identify issues that occur at the point of service, escalating identified complaints through the appropriate chain, assisting with complaint resolution, demonstrate diplomacy, good judgment, compassion, flexibility when interacting with patients and staff, maintaining a basic understanding of numerous government laws, directives, and policies. 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 LL.B. or J.D., if related OR, Combined Education & Experience: Possess a combination of qualifying specialized experience and education as described above to qualify at the GS-9 level. Transcripts must be submitted GS-11: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade 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: assisting with data capture and analysis of issues/complaints to make system improvements, liaising between the Facility, patients, staff, and the community, assisting patients in understanding their rights, maintaining a strong and consistent focus on Complaint Resolution, expressing information to multiple audiences through clear, convincing oral and written communications. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related to the work of the position. (Transcripts must be submitted). 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 graduate education. You will be rated on the following Competencies for this position: Accountability Conflict Management Information Management Interpersonal Skills Leadership Organizational Awareness Problem Solving 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: The work includes walking, standing, bending, carrying of light items such as medical records and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is constantly exposed to high levels of stress. This position demands emotional stability, as the patient advocate is deeply involved with many seriously ill, dying patients and their families. 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/.
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 Management Serves 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 Improvement Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data Works 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 Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD99864S Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized