Lead Patient Representative

Patient Advocate Team Lead

Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Major duties and responsibilities include:

Team Lead, Data Management and Process Improvement

• Leads the team and provides the day-to-day work direction, review, and distribution, balance, and adjustment of workload.
• Monitors and reports on the progress of the team's work and provides updates to the supervisor.
• Coaches and develops the team using appropriate tools and techniques to address a variety of issues and situations.
• Oversees general administrative issues regarding subordinates' leave, scheduling, appointments, etc.
• Provides the team formal and informal training information related to patient advocacy service, customer service, techniques, and resources needed to educate themselves.
• Provides the team higher-level data management and analysis function.
• Develops and maintains organizational dashboards and data sets.
• Regularly produces cumulative reports which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement.

Complaint Resolution

• Leads and oversees the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements.
• Works in collaboration with Patient Advocates, Service-Level Advocates (SLAs), and front-line staff to resolve complex issues that occur at the point of service or due to further investigation of the problem(s).
• Addresses complaints and proactively explores all avenues to identify the nature and scope of the problems and initiates appropriate action to expedite resolutions.

Patient Advocate Representation and Relationship Management

• Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities.
• Determines causes of patient dissatisfaction, misinformation, or complaints and documents patient encounters and contacts appropriate services to establish resolutions.
• Leads and ensures that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership.
• Leads staff in responding to patients' inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions.

Work Schedule: Monday-Friday, 8:00AM-4:30PM

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

Virtual: This is not a virtual position.

Position Description/PD#: Lead Patient Representative/ PD99734S

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized