Patient Representative

Patient AdvocateComplaint Resolution: The Patient Advocate is tasked with managing the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. All inquiries must be documented in the Patient Advocate Tracking System (PATS), routed to the point of service, resolved, coded and closed. May be asked to independently resolve the most difficult and complex complaints, expedite services, and implement necessary corrective measures within established facility policies. Reviews appropriate documentation and records, and discusses with personnel or witnesses regarding any practice that appears to violate the patient's rights and reports such findings to the Facility Director and/or the Facility Quad/Pentad. Diplomacy, good judgment, compassion, flexibility, and a good sense of humor are required to work with the diversity of patients, family and staff which have the potential of controversy or legal action. Comprehend and explain government laws, directives, and policies.Patient Representation: Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Assists patients understand their rights and responsibilities. Work directly with health care teams, Service Chiefs, and management to facilitate resolution. Participate in resolution of system problems by presenting the patient's perspective and desired resolution. Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern and needs to staff and management. Represents the Facility Director in safeguarding and ensuring ethical, statutory, and constitutional rights of patients are met. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to optimum health care. Assists patients in understanding the Clinical Appeal Process and how to proceed for reconsideration.Data Analysis/System Improvement: Directly supports facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. 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 which contribute to or create an atmosphere for patient dissatisfaction and recommends appropriating official changes which will reduce or eliminate substantiated complaints. Serves on committees whereby patient complaints are identified, resolved, classified. Presents patient issues and data at various facility meetings and committees. Provides trends of patient inquiries. Produces a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Works with Facility Management to discuss trending concerns that may indicate system improvements.Relationship Management: Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Service Recovery focuses on extending efforts to make up for a situation that did not meet the expectations. Conduct rounds throughout the facility on a routine basis to solicit patient feedback and build relationships with SLAs and service leadership. Maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. Works closely in identifying, training, and consulting with SLAs, and front-line staff, in resolving issues on first contact within their service area and use of PATS. Respond to patient inquiries through multiple VA approved forms of contact where patients pose questions, complaints, compliments and suggestions. Maintains a strong relationship with Veterans Service Organizations whose interests are in helping and protecting Veterans, their families, and their representatives. Serves as liaison with congressional offices on matters involving patient concerns or dissatisfaction. Works with Public Affairs to increase community and Veteran awareness of VA health care resources. Safeguards privacy data/sensitive policy-making data against unauthorized disclosure. Performs additional activities assigned by the Supervisor.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, 8:00 am to 4:30 pmPosition Description/PD#: Patient Representative / PD99473-S, 99864-S