Patient Representative

Job Title

Patient Representative

Duties

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Major duties of this position includes but are not limited to:

• Manages the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements
• Assists SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service
• Explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expediate a resolution
• May be asked to independently resolve the most difficult and complex complaints, expedite services, and implement necessary corrective measures within established facility polices
• Serves as the liaison between the Facility, patients, staff, and community, ensuring Patient Rights and Responsibilities, advocacy, and services are available; assists patients in understanding their rights, in addition to their responsibilities
• Works directly with health care teams, Service Chief, and management to facilitate resolution to problems, concerns, and unmet needs, recognizing that complaints are a gap between service expectations and the actual experience of the patient
• Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concerns. opinions, and needs to appropriate staff and management
• Serves on committees whereby patient complaints are identified, resolved, classified, and the data is utilized to improve overall services to patients
• Maintains a strong and consistent focus on complaint resolution which must always be accompanied by attempts at Service Recovery
• 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
• Responds to patient inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), MyHealtheVet, Secure Messaging, email, walk-in, town halls, etc.), where patients pose questions, complaints, compliments, and suggestions
• Safeguards privacy data/sensitive policy-making data against unauthorized disclosure; notifies the supervisor and privacy officer upon disclosure or suspected disclosure of sensitive data by others.

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, 8:00am-4:30pm

Compressed/Flexible: Not Authorized

Telework: This position is not authorized for telework.

Virtual: This is not a virtual position.

Position Description/PD#: Patient Representative/ PD99864A