Patient Representative

$59,966 - $94,317/Yr

United States Department of Veterans Affairs - Grand Island, NE

Part-time,Full-time - Entry Level

Onsite - Grand Island, NE

Administration of Human Resource Programs

About the position

The Patient Representative at the VA Nebraska-Western Iowa Health Care System serves as a Facility Patient Advocate, responsible for coordinating complaint resolution and ensuring effective communication with patients regarding their care experiences. This role is crucial in enhancing the overall quality of care for veterans by addressing their concerns and improving service delivery through collaboration with facility staff and management.

Responsibilities

• Manage the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution and data capture.
• Assist Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing complex complaints.
• Identify the nature and scope of problems and initiate appropriate actions for resolution.
• Proactively identify existing or potential problem areas and suggest solutions or alternatives.
• Serve as a liaison between the facility, patients, staff, and the community, ensuring patients understand their rights and responsibilities.
• Work with health care teams and management to facilitate resolution of problems beyond the capability of front-line staff.
• Maintain strong relationships with Veterans Service Organizations and congressional offices regarding patient concerns.
• Collect, analyze, and evaluate relevant data to ensure VHA Patient Advocacy goals are met and prepare reports based on this data.
• Present patient issues and data at various facility meetings and committees.

Requirements

• U.S. Citizenship is required.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be able to serve a probationary period if required.
• Background/security investigation may be required.
• Participation in the seasonal influenza vaccination program is mandatory for all VA Health Care Personnel (HCP).
• Participation in the COVID-19 vaccination program is required for all HCP.

Nice-to-haves

• Experience in customer service and complaint resolution.
• Knowledge of healthcare policies and procedures.
• Ability to analyze data and prepare reports.

Benefits

• Comprehensive benefits package as a federal employee.
• Access to a range of benefits designed for federal careers.