Patient Representative

Job Title

Patient Representative

Duties

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Major duties and responsibilities include:

• Manages the facility Veteran 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 which 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 contribute to or create an atmosphere for patient dissatisfaction and recommends changes.
• Presents patient issues and data at various facility meetings and committees.

Work Schedule: Monday - Friday 8:00am - 4:30pm

This is not a virtual position.

Position Description/PD#: Patient Representative/ PD99864S

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized