Patient Representative

Patient Advocate

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:

Complaint Resolution

• 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

Patient 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
• 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
• 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

Data Analysis/System Improvement

• 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
• Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements

Work Schedule: 7:30 a.m. - 4:00 p.m. or 8:00 a.m. - 4:30 p.m. Monday - Friday (as determined by supervisor)

Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework on an ad-hoc (as needed) basis. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position.

Position Description/PD#: Patient Representative/ PD99864S and PD99864-A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized