Patient Representative (Veterans Experience Advocate)
MAJOR DUTIES:
Patient Entitlements Able to tactfully work with the Veteran patient in a timely, competent and caring manner. Assist patients in understanding their rights and responsibilities. Maintain a working liaison with Veteran's Service Organizations, Congressional offices, community groups, and others whose interest is in helping and protecting Veterans, their families and their representatives. Interpret the Medical Center mission, policies, procedures and available resource/service to the patient. Present the patient's problems, opinions and needs to appropriate staff and management. Explain entitlements to patients and their families. Assist with congressional and/or patient inquiry letters as requested by the Chief of the Management Support Service or Office of the Director Provide information with which to answer these inquiries and/or complaints. Clinical Liaison Assist patients, their families, representatives and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to Veterans. Identify existing and potential problem areas. Suggest solutions or alternatives to existing procedures which contribute to problems. Act to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Assist in providing in-service education as necessary to bring awareness to hospital staff of the patient's perception of the patient facility experience. Receive and listen to complaints and grievances from patients or individuals on behalf of patients. Monitor and evaluate corrective measures taken. Act as an advocate for patients using seasoned judgment to resolve problems. Make entries into the Patient Advocate software, tracking each entry until resolution. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Position Description Title/PD#:
Patient Representative/PD#0933 Note:
Occasional travel to other Veteran Experience Advocacy offices within the Salisbury VA Healthcare System may be required from time to time for office coverage To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/31/2020. 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-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. 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. 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-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:
GS-9:
Applicants 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. Specialized experience typically includes, but is not limited to:
Gathering and organizing raw data pertinent to a particular problem, analyzing it and recommending policy changes and/or procedural modifications. Preparing and delivering briefing of studies of examined data. Investigating complaints. Using automated equipment to track trends. Developing concepts and improving processes with clinical staff. Extracting data from existing sources and developing new sources as required. 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 two (2) full years of progressively higher level graduate education leading to a master's or LL.B. or J.D., if related is acceptable for the GS-9 level. OR, Combination:
A combination of education and experience to qualify at the GS-9 level may be used to meet the total qualification requirements. The total percentage must equal at least 100 percent to qualify at the GS-9 level. You will be rated on the following Competencies for this position:
Analysis and Problem SolvingCapacity ManagementConflict ManagementDecisiveness 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 is primarily sedentary, although some slight physical effort may be required. 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.
Patient Entitlements Able to tactfully work with the Veteran patient in a timely, competent and caring manner. Assist patients in understanding their rights and responsibilities. Maintain a working liaison with Veteran's Service Organizations, Congressional offices, community groups, and others whose interest is in helping and protecting Veterans, their families and their representatives. Interpret the Medical Center mission, policies, procedures and available resource/service to the patient. Present the patient's problems, opinions and needs to appropriate staff and management. Explain entitlements to patients and their families. Assist with congressional and/or patient inquiry letters as requested by the Chief of the Management Support Service or Office of the Director Provide information with which to answer these inquiries and/or complaints. Clinical Liaison Assist patients, their families, representatives and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to Veterans. Identify existing and potential problem areas. Suggest solutions or alternatives to existing procedures which contribute to problems. Act to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Assist in providing in-service education as necessary to bring awareness to hospital staff of the patient's perception of the patient facility experience. Receive and listen to complaints and grievances from patients or individuals on behalf of patients. Monitor and evaluate corrective measures taken. Act as an advocate for patients using seasoned judgment to resolve problems. Make entries into the Patient Advocate software, tracking each entry until resolution. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Position Description Title/PD#:
Patient Representative/PD#0933 Note:
Occasional travel to other Veteran Experience Advocacy offices within the Salisbury VA Healthcare System may be required from time to time for office coverage To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/31/2020. 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-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. 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. 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-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:
GS-9:
Applicants 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. Specialized experience typically includes, but is not limited to:
Gathering and organizing raw data pertinent to a particular problem, analyzing it and recommending policy changes and/or procedural modifications. Preparing and delivering briefing of studies of examined data. Investigating complaints. Using automated equipment to track trends. Developing concepts and improving processes with clinical staff. Extracting data from existing sources and developing new sources as required. 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 two (2) full years of progressively higher level graduate education leading to a master's or LL.B. or J.D., if related is acceptable for the GS-9 level. OR, Combination:
A combination of education and experience to qualify at the GS-9 level may be used to meet the total qualification requirements. The total percentage must equal at least 100 percent to qualify at the GS-9 level. You will be rated on the following Competencies for this position:
Analysis and Problem SolvingCapacity ManagementConflict ManagementDecisiveness 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 is primarily sedentary, although some slight physical effort may be required. 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:
$52,905 to $69,661 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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