Summary This position serves as the Supervisor of the Patient Representatives and the Patient Relations staff as well as functioning as a Patient Representative at the Miami VA. They are responsible for the organization, administration, planning, integrity and evaluation of the Patient Advocate and Patient Relations Program, and serves as the liaison between the Miami VAHCS and patients, families, Congressional staff, and community partners, and reports directly to the Assistant Medical Center Director. Responsibilities Include but not limited to: Supervises employees and serves as the liaison between the facility, patient and the community. Ability to communicate with individuals from various backgrounds Assist patients in understanding their rights. Responsible for the maintenance of files and records. Generate reports on the status and effectiveness of the Patient Advocacy program. Documents all findings derived from surveys after thorough analysis of data. Lead process improvement team. Distributing and balancing workload and tasks among employees. Generate reports on the status and effectiveness of the Patient Advocacy program. Requires participation in related community activities. Supervisory Statement: A one-year supervisory probation period may be required for this position. Work Schedule: Monday - Friday, 8:00am-4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD084090 Relocation/Recruitment Incentives: Not Authorized 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/trial period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/09/2025. 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. Preferred Experience: Minimum 5 years Supervisory Experience. Track record in customer service roles, strong leadership abilities. Experience conducting surveys/studies to capture patient feedback and advocacy outcomes, customer service experience includes data management, e.g., compiling, analyzing, preparing reports of outcome, and communicating status. You may qualify based on your experience as described below: 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: Experience in customer service and patient advocacy; communicating directly with patients, employees, Congressional staff, Veteran's Service Organizations and the community regarding patients' rights; preparing, monitoring, and analyzing data; identifying discrepancies, making corrections, and recommending solutions; evaluating patient surveys, collecting, and evaluating data generated and producing reports relating to quality customer service; supervising employees, performing advocacy related work, and administrative guidance and technical direction. You will be rated on the following Competencies for this position: Accountability Customer Service Leadership Problem Solving 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: This position primarily works in an office setting. Physical demands include sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the Patient Relations Assistants, the incumbent will on occasion assist in covering duties which may require being able to push patients in wheelchairs to/from appointments and assist patients into their mode of transportation. 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 Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
