Summary The incumbent of this position serves as Patient Representative (Patient Advocate) within the Office of Veteran Experience for the Medical Center. This position assists and supports overall coordination of the Veterans Experience and Patient Advocate programs. Major duties consist of serving as liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights and advocacy. Responsibilities The incumbent serves as the liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights and advocacy. The incumbent serves as the facility Veteran Experience Representative (VER) with primary purpose of this role being to enhance the Veterans experience. The VER will assure the timely resolution of patient and family complaints, identify and participate in the identification and correction of system issues, educate staff regarding patient centered strategies and collect and analyze data in order to identify trends and patterns that create difficulty for patients or families using the Patient Advocate Tracking System (PATS). PATS is a vital resource to patients and managers as the information gained from PATS allows medical center management to understand how well the facility is meeting the expectations of our patients; this information includes concerns voiced by Veterans, significant others, and stakeholders. The incumbent will maintain a clear communication between the Veteran population, staff and facility leadership. The incumbent will be responsible for supporting proactive training initiatives including Patient Centered Care Training, New Employee Orientation and New Patient Orientation. Incumbent reports and documents patient status and changes, and documents using monthly summaries or quarterly summaries pertaining to both resolved and unresolved patient and/or family concerns. Incumbent communicates pertinent information to appropriate parties concisely, accurately and in a timely fashion. Reports significant and relevant information and issues to leadership. Reviews data, performs comprehensive analysis and recommends remedial actions. Performs established follow-up procedures for insuring that remedial actions are implemented in a timely manner and takes independent and appropriate action necessary to implement programs or activities and correct problems. Incumbent works with Service Level/Line Patient Advocates/Case Managers and provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints and in enhancing Veteran experience. Assists patients in understanding their rights in addition to their responsibilities. Maintains liaison with Veteran's service organizations, community groups, and other entities whose interests are in helping and protecting Veterans, their families and their representatives. The incumbent interprets the Medical Center's mission, policies, and procedures, assesses available resources/services/options available to the patient and then represents the patient's problems, opinions and need to appropriate staff and management. Explains entitlements to patients and their families. Assists patients, their families and representatives, and facility staff members in recognizing the need to remove institutional barriers to ensure optimum health care is delivered to our Veterans. Identifies existing and potential program areas, suggests solutions or alternatives to existing procedures which contribute to these problems. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and, where appropriate, through committee participation. Has overall responsibility for the resolution of patient problems. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients that are unresolved at the service level. The incumbent is authorized to directly contact any member of the hospital staff concerning problems relating to patient care which were not resolved through the local Service Level/Line Patient Advocate/Case Manager and the incumbent must work with staff to seek a resolution, whenever possible, utilizing the full resources of the health care and VA systems. 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: Monday - Friday; 07:30am - 4:00pm or Monday - Friday; 08:00am - 4:30pm PST Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD21173A and PD21615A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. 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, 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 within 30 days of closing date of this announcement, 11/19/2025. Time-In-Grade Requirement: 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 within 30 days of the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. 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. 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: GS-9 - Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-07) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/Advocate. Examples of specialized experience would typically include, but are not limited to: Collaborates with facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience. Serves as the liaison between the facility, patients, staff, and the community to ensure Patient Rights and Responsibilities and advocacy services are available. Communicates patients' concerns, opinions, and needs to appropriate staff and management. Identifies training needs for front-line staff in resolving issues on first contact. Communicates trends to facility leadership to help drive system improvements. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. ~OR~ Education: Successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ Combination: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience as described above, to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. This education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume. GS-11 - Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-09) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/Advocate. Examples of specialized experience would typically include, but are not limited to: Explores all avenues, crossing all lines of authority and responsibility within a medical facility, to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Resolves difficult and complex patient complaints. Identifies the elements of clinical or administrative practices that contribute to or create an atmosphere for patient dissatisfaction. Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. ~OR~ Education: Successfully completed three (3) years of progressively higher-level graduate education leading to a Ph.D. degree., or equivalent doctoral degree in the related field of the position to be filled. The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ Combination: Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume. 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 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies. Career Transition Assistance Plan (CTAP) provide eligible displaced 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/.
