Patient Representative

Patient Representative

The incumbent serves as a Patient Representative within a VA Medical Facility. On behalf of the VA Medical Facility Director, this position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution. The Patient Representative works exclusively in the Patient Advocate Tracking System (PATS). Although Patient Representatives do not document in the electronic medical record, it is expected that they are well versed in reviewing the record to quickly resolve concerns, whenever possible. The incumbent also provides coverage for fellow Patient Representatives and may be called upon to serve as the Acting Patient Representative Supervisor. The Patient Representative reports to the Patient Representative Supervisor.

Effective, high-functioning patient advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Major duties include, but are not limited to:

• Manages the facility's Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements
• Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints
• Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution
• Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures that contribute to these problems

• Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities
• Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution

• Ensures VHA Patient Advocacy goals, policy, and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data
• Works to identify the elements of clinical or administrative practices that contribute to or create an atmosphere for patient dissatisfaction and recommends changes
• Presents patient issues and data at various facility meetings and committees
• Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements

• Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives
• Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction

This position requires travel, therefore, you must possess a current Driver's License (DL).

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 0800 - 1630

Telework: This position may be authorized for ad-hoc telework. Ad-hoc telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position.

Position Description/PD#: Patient Representative/ PD99864A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized