Employment Type: Full-Time
The incumbent serves as a Patient Advocate within the VA Palo Alto Health Care System, on behalf of the VA Medical Facility Director, this position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution.
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Major duties of this position will include, but are not limited to:
* Serves as a liaison between Veterans, their families/caregivers, representatives, and staff; acting on behalf of the Veteran.
* Act as a problem solver actively working with all authority levels, departments, and services across the Health Care System.
* Contact members of the Health Care System at all levels concerning Veteran feedback, identified issues, and/or process breaks relating to Veteran care, which have not been resolved at the point of service or through the Service Level Advocate.
* Seek mutually beneficial resolution within the regulatory guidelines of the Health Care System and the VA system.
* Explore all avenues, crossing all lines of authority and responsibility, within the Health Care System to fully understand the nature and scope of the issue and initiate appropriate action to expedite resolution.
* Identify potential areas of opportunity within the Health Care System procedures/policies and suggest solutions or alternatives to resolve issues that may contribute to these problems.
* Review information, records, policies, procedures and discusses any concerns that appear to violate patient rights or cause unnecessary discomfort, embarrassment, or hardship to Veterans, their families, or the appropriate stakeholders.
* Reports all findings with proposed resolutions through the appropriate chain of command or through the appropriate governing committee for review in a timely fashion.
* Manage the facility complaint process, including complaint resolution, data capture and analysis of issues/complaints, to make system improvements.
* Provide a channel through which Veterans can seek solutions to concerns and unmet needs recognizing that complaints represent a gap between service expectation and actual experience of the Veteran.
* Maintain focus on the positive experience of the Veteran in all aspects of their interactions with the Health Care System.
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: Full time, Monday - Friday, 08:00am - 4:30pm
Virtual: This is not a virtual position.
Position Description/PD#: Patient Representative/PD99864A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
* Job family (Series)
0301 Miscellaneous Administration And Program
Conditions of Employment
* You must be a U.S. Citizen to apply for this job
* Designated and/or random drug testing may be required
* Selective Service Registration is required for males born after 12/31/1959
* You may be required to serve a probationary period
* Subject to background/security investigation
* Selected applicants will be required to complete an online onboarding process
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/26/2021.
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. 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.
* For a GS-9 position you must have served 52 weeks at the GS-7.
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: performing duties with basic knowledge in pertinent laws, regulations, policies and precedents, knowledgeable of hospital systems to effectively address services which are responsible for patient concerns, knowledge of medical terminology and VA nomenclature used with a variety of administrative, diagnostic, and treatment procedures provided to all categories of patients, knowledge of major issues, program goals and objectives, work processes, and administrative operations of the medical facility to evaluate and recommend solutions to measure, evaluate, and improve the effectiveness and efficiency, skill in oral and written communication as well as interpersonal relations.
* Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 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.
* Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the graduate level.
You will be rated on the following Competencies for this position:
* Analysis and Problem Solving
* Analytical Thinking
* Problem Solving
* Systems Thinking
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, 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.
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/.
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.