Patient Representative
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. Assure the timely resolution of patient and family complaints. Maintains a clear communication between the Veteran population, staff and facility leadership. 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. Communicates pertinent information to appropriate parties concisely, accurately and in a timely fashion including significant and relevant information and issues to leadership. Works with Service Level Liaison and 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. 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. Assists patients in understanding their rights in addition to their responsibilities. Explains entitlements to patients and their families. Acts to resolve problems, expedite services, or implement necessary corrective measure within established facility policies and, where appropriate, through committee participation. 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 8:
00am-4:
30pm Compressed/Flexible:
Authorized Telework:
Authorized Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD11784A and PD11786A / 11786-A GS-9; 11784-A GS-11 Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/30/2020. 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-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. 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:
For GS-09:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations; conducting detailed analyses of complex functions and work processes; presenting recommendations and negotiating solutions to disputed recommendations; conducting interviews with supervisors and employees to obtain information about organizational missions, functions, and work procedures;. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's degree or equivalent graduate degree, or have completed 2 full years of progressively higher-level graduate education leading to a master's degree in such fields as in business administration, accounting, financial management, economics or a closely related field, which provided me with the knowledge, skills and abilities necessary to perform the work of this position. OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first year of graduate level education. For GS-11:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of Patient Centered Care program operations; tracking and analyzing data, specifically trends in Patient Experience programs, and prepares and delivers weekly and quarterly reports to the Hospital Executive Leadership; adapting analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity; conducting detailed analyses of complex functions and work processes including examination of production standards; and Interpersonal skills in presenting recommendations and negotiating solutions to disputed recommendations; OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Unofficial transcripts must be submitted with your application. Applications submitted without this information will not be considered. OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the master's degree or second year level of graduate school. You will be rated on the following Competencies for this position:
Conflict Management Customer Service Interpersonal Skills Teamwork Influencing/Negotiating 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 is primarily sedentary, although some slight physical effort may be required 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
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 8:
00am-4:
30pm Compressed/Flexible:
Authorized Telework:
Authorized Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD11784A and PD11786A / 11786-A GS-9; 11784-A GS-11 Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/30/2020. 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-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. 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:
For GS-09:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations; conducting detailed analyses of complex functions and work processes; presenting recommendations and negotiating solutions to disputed recommendations; conducting interviews with supervisors and employees to obtain information about organizational missions, functions, and work procedures;. OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's degree or equivalent graduate degree, or have completed 2 full years of progressively higher-level graduate education leading to a master's degree in such fields as in business administration, accounting, financial management, economics or a closely related field, which provided me with the knowledge, skills and abilities necessary to perform the work of this position. OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first year of graduate level education. For GS-11:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of Patient Centered Care program operations; tracking and analyzing data, specifically trends in Patient Experience programs, and prepares and delivers weekly and quarterly reports to the Hospital Executive Leadership; adapting analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity; conducting detailed analyses of complex functions and work processes including examination of production standards; and Interpersonal skills in presenting recommendations and negotiating solutions to disputed recommendations; OR Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Unofficial transcripts must be submitted with your application. Applications submitted without this information will not be considered. OR Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the master's degree or second year level of graduate school. You will be rated on the following Competencies for this position:
Conflict Management Customer Service Interpersonal Skills Teamwork Influencing/Negotiating 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 is primarily sedentary, although some slight physical effort may be required 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/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$52,905 to $83,210 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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