Summary The incumbent serves as a Supervisory Patient Advocate within the Orlando VA Medical Facility (Including Community Based Outpatient Clinics (CBOCs), Health Care Centers (HCC), Outpatient Clinics, etc.) and reports directly to the Veterans Experience Officer. The Supervisory Patient Advocate provides leadership and mentoring in the day-to-day work of Patient Advocates. Responsibilities Major Duties include but are not limited to: Collaborates with facility leaders to create, develop, and implement initiatives and actions that improve the experience of health care throughout the organization. Advising and providing counsel to employees regarding policies, procedures, and directives of management responsibilities. Plans, sets and adjusts work to be performed by subordinate employees. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies. Communicates with individuals of different education, environmental, ethnic and cultural backgrounds is essential. Explores all avenues, crossing all lines of authority and responsibility within the OVAHCS, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Enters encounters into Medallia (V-signals), and the Patient Advocate Tracking System (PATS-R) package timely to ensure issues are tracked and trended to identify areas for improvement and extract real-time patient comments. Makes inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. Work Schedule: Monday-Friday, 8:00AM-4:30PM Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD072430 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 identification 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 by the closing date of this announcement, 09/21/2026. 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. 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: Supervises a section of employees performing advocacy related work; provides administrative guidance and technical direction; monitor, evaluate, and analyze data, to identify discrepancies, makes corrections, and recommend a course of action and produce meaningful reports based on that data; independently handle a wide range of difficult contacts and complex situations. Preferred experience: One full year of specialized experience equivalent to GS-11 supervising or leading patient advocacy operations, resolving complex/sensitive patient issues, trending complaints and recommending systemic improvements. Demonstrated supervisory competency: Planning, assigning, prioritizing work, evaluating performance, coaching and counseling, addressing personnel issues, interview and recommending selections. Proven administrative analysis ability: applying evaluative methods to assess workflow and program effectiveness, preparing analytical reports and briefings for leadership. Policy and regulatory interpretation: applying VA directives, handbooks, patient rights standards, and accreditation expectations to ensure compliance across the program. 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 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 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/.
