Summary This position is located at the William Jennings Bryan Dorn VA Medical Center 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), Service Line Users (SLU) 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., Patient Advocate Tracking System-Replacement (PATS-), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions. Work Schedule: Monday - Friday, 8:30 am - 5:00 pm Virtual: This is not a virtual position. Position Description/PD#: Lead Patient Advocate/PD99734S Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 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, 03/27/2026. 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. 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 include but are not limited to: Extensive knowledge of major patient advocacy-related 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 of key medical center operations that have (or may have) a significant impact of the patient experience. Preferred Experience: Minimum of one year of customer service experience. Demonstrates advanced skillset in Microsoft Excel, PowerPoint, Microsoft Word, Publisher, etc. Ability to facilitate meetings, group meetings, executive leadership presentations in advance and last minute notifications. Ability to demonstrate leadership in difficult and/or highly stressful environment. 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 level. Additional Information
