Lead Patient Representative
Company: Veterans Affairs, Veterans Health Administration
Location: Salt Lake City
Posted on: January 27, 2023
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Job Description:
Summary This position is located at the VA Salt Lake City Health
Care System serving as the Facility Lead Patient Advocate. This
position is a key point of contact for patients and staff and to
work in collaboration with facility Patient Advocates on complex
issues or complaints where use of tact, diplomacy, sound judgment,
compassion, flexibility, and a good sense of humor are extremely
important. Responsibilities 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: Team Lead, Data Management and
Process Improvement Leads the team and provides the day-to-day work
direction, review, and distribution, balance, and adjustment of
workload Monitors and reports on the progress of the team's work
and provides updates to the supervisor Coaches and develops the
team using appropriate tools and techniques to address a variety of
issues and situations Oversees general administrative issues
regarding subordinates' leave, scheduling, appointments, etc.
Provides the team formal and informal training information related
to patient advocacy service, customer service, techniques, and
resources needed to educate themselves Provides higher-level data
management and analysis function for the Patient Advocate team
Develops and maintains organizational dashboards and data sets
Regularly produces cumulative reports which includes a
categorization of patient inquiries to track and trend the patterns
to identify opportunities for improvement Complaint Resolution
Leads and oversees the facility Veteran Centered Complaint
Resolution (VCCR) process, including complaint resolution, data
capture, and analysis of issues/complaints to make system
improvements Works in collaboration with Patient Advocates,
Service-Level Advocates (SLAs), and front-line staff to resolve
complex issues that occur at the point of service or due to further
investigation of the problem(s) Addresses complaints and
proactively explores all avenues to identify the nature and scope
of the problems and initiates appropriate action to expedite
resolutions Patient Advocate 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 Determines causes of
patient dissatisfaction, misinformation, or complaints and
documents patient encounters and contacts appropriate services to
establish resolutions Leads and ensures that rounds throughout the
facility are conducted on a routine basis to solicit patient
feedback and build strong relationships with SLAs and service
leadership. Leads staff in responding to patients' inquiries
through multiple VA approved forms of contact (e.g., Inquiry
Routing and Information System (IRIS), My HealtheVet, Secure
Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where
patients pose questions, complaints, compliments, and suggestions.
Work Schedule: Full time Monday-Friday 08:00 AM - 4:30 PM Virtual:
This is not a virtual position. Position Description/PD#: Lead
Patient Representative/PD99734S Relocation/Recruitment Incentives:
Not Authorized Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required Requirements Conditions
of Employment You must be a U.S. Citizen to apply for this job
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
Participation in the seasonal influenza vaccination program is a
requirement for all Department of Veterans Affairs Health Care
Personnel (HCP) Participation in the Coronavirus Disease 2019
(COVID-19) vaccination program is a requirement for all Veterans
Health Administration Health Care Personnel (HCP) - See "Additional
Information" below for details. Qualifications To qualify for this
position, applicants must meet all requirements by the closing date
of this announcement, 01/30/2023. 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-12
position you must have served 52 weeks at the GS-11. 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 as described
below: You will be rated on the following Competencies for this
position: Specialized Experience: You must have one year of
specialized experience equivalent to at least the next lower grade
GS-11 in the normal line of progression for the occupation in the
organization. Examples of specialized experience would typically
include, but are not limited to: working directly with health care
teams and management as a patient advocate to facilitate resolution
to problems; ensuring patient advocacy goals, policy and
requirements are met; collecting, analyzing, and evaluating
relevant data; identifying existing or potential problem areas and
suggesting solutions or alternatives; serving as a liaison between
a medical facility, patients, and staff to ensure Patient Rights
and Responsibilities, advocacy, and services are available;
experience working in the Patient Advocate Tracking System
Replacement (PATS-R). Communication Conflict Management Critical
Thinking Manages and Organizes Information Manages Human Resources
Teaching Others 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/.
Education There is no educational substitution at this grade level.
Additional Information The Interagency Career Transition Assistance
Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide
eligible displaced Federal/VA competitive service employees with
selection priority over other candidates for competitive service
vacancies. To be qualified you must submit appropriate
documentation (a copy of the agency notice, your most recent
performance rating, and your most recent SF-50 noting current
position, grade level, and duty location) and be found
well-qualified for this vacancy. To be well-qualified: applicants
must possess experience that exceeds the minimum qualifications of
the position including all selective factors, and who are
proficient in most of the required competencies of the job.
Information about ICTAP and CTAP eligibility is on OPM's Career
Transition Resources website at
http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
This job opportunity announcement may be used to fill additional
vacancies. Pursuant to VHA Directive 1193.01, VHA health care
personnel (HCP) are required to be fully vaccinated against
COVID-19 subject to such accommodations as required by law (i.e.,
medical, religious or pregnancy). VHA HCPs do not include remote
workers who only infrequently enter VHA locations. If selected, you
will be required to be fully vaccinated against COVID-19 and submit
documentation of proof of vaccination before your start date. The
agency will provide additional information regarding what
information or documentation will be needed and how you can request
a legally required accommodation from this requirement using the
reasonable accommodation process. If you are unable to apply online
or need to fax a document you do not have in electronic form, view
the following link for information regarding an Alternate
Application.
Keywords: Veterans Affairs, Veterans Health Administration, Salt Lake City , Lead Patient Representative, Other , Salt Lake City, Utah
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