Patient Representative (Patient Advocate)

About the position

The Patient Representative serves as a Patient Advocate within the Department of Veterans Affairs, specifically at the Bay Pines VA Healthcare System. This role involves addressing complex patient concerns and issues, ensuring effective resolution and communication. The Patient Advocate works primarily within the Patient Advocate Tracking System (PATS) and may also cover for fellow advocates or act as the Acting Patient Advocate Supervisor when needed. The position aims to enhance the patient experience and improve service delivery within the facility.

Responsibilities

• Manage the comprehensive Veteran Centered Complaint Resolution (VCCR) and service recovery processes, including final resolutions and trend analysis of issues and complaints.
• Collaborate with facility staff to create, develop, and implement initiatives that improve the patient experience.
• Resolve complaints and expedite services while communicating with patients about their care experiences.
• Refer complex problems to the Supervisor/Lead Specialist for assistance or decisions.
• Identify existing or potential problem areas and suggest solutions to improve procedures.
• Review documentation and records related to patient rights violations and discuss findings with personnel or witnesses.
• Assist patients and their families in recognizing and removing barriers to optimal healthcare.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must have specialized experience equivalent to at least the next lower grade GS-07 for GS-09 or GS-09 for GS-11 positions.
• Experience in customer service addressing complaints and resolving issues is preferred.

Nice-to-haves

• Experience as a facility Patient Representative for GS-11 level consideration.
• Master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree for GS-09 level.

Benefits

• Comprehensive benefits package as a federal employee, including health insurance, retirement plans, and paid leave.