Lead Patient Representative

Veterans Health Administration•Leeds, MA

1d•Hybrid

About The Position

This position is located at the Central Western Massachusetts VA Healthcare System, Leeds campus, and serves as the Facility Lead Patient Representative. The role is a key point of contact for patients and staff and works collaboratively with facility Patient Representatives on complex issues and complaints. Tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are important to the work. Patient Advocacy helps ensure patient concerns are heard and addressed to improve the overall patient experience and quality of care, and supports the VA's goal of providing Veterans with world-class health care. The Lead Patient Representative directs the day-to-day work of the team, develops staff, manages workload, and provides higher-level data management and analysis. The position leads the facility Veteran Centered Complaint Resolution process and works with Patient Advocates, Service-Level Advocates, and frontline staff to resolve complex concerns and identify system improvements. The role also serves as a liaison between the facility, patients, staff, and community, helping ensure patients understand their rights and responsibilities. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework may be authorized; eligibility will be discussed during the interview. This is not a virtual position. Relocation and recruitment incentives, critical skills incentive, and permanent change of station are not authorized.

Requirements

One year of specialized experience at the GS-11 level or equivalent, including experience directly working with health care teams and management as a patient advocate to facilitate problem resolution.
Experience ensuring patient advocacy goals, policies, and requirements are met.
Experience collecting, analyzing, and evaluating relevant data; identifying existing or potential problem areas; and suggesting solutions or alternatives.
Experience serving as a liaison between a medical facility, patients, and staff to ensure patient rights and responsibilities, advocacy, and services are available.
For current or former Federal employees subject to the time-in-grade requirement, 52 weeks at GS-11 for a GS-12 position.
Experience must be documented on the resume with job title, duties, start and end month/year, and hours worked per week.
U.S. citizenship is required.
Selective Service registration is required for males born after December 31, 1959.
Completion of an online assessment, background/security investigation, and online onboarding is required.
Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
A one-year probationary period or two-year trial period is required, as applicable.
There is no educational substitution at this grade level.

Responsibilities

Lead the team and direct, review, distribute, balance, and adjust day-to-day workload.
Monitor and report team progress and provide updates to the supervisor.
Coach and develop team members using appropriate tools and techniques to address varied issues and situations.
Oversee subordinate administrative matters, including leave, scheduling, and appointments.
Provide formal and informal training information on patient advocacy, customer service, techniques, and educational resources.
Perform higher-level data management and analysis for the Patient Advocate team.
Develop and maintain organizational dashboards and data sets.
Produce cumulative reports categorizing patient inquiries to track trends and identify opportunities for improvement.
Lead and oversee the facility Veteran Centered Complaint Resolution process, including complaint resolution, data capture, and analysis to support system improvements.
Collaborate with Patient Advocates, Service-Level Advocates, and frontline staff to resolve complex issues at the point of service or following further investigation.
Address complaints, investigate their nature and scope, and initiate appropriate action to expedite resolution.
Serve as liaison between the facility, patients, staff, and community, ensuring patients understand their rights and responsibilities.
Determine causes of patient dissatisfaction, misinformation, or complaints; document patient encounters and contact appropriate services to establish resolutions.
Lead and ensure routine facility rounds to solicit patient feedback and build relationships with Service-Level Advocates and service leadership.
Lead staff responses to patient inquiries through VA-approved channels, including IRIS, My HealtheVet, Secure Messaging, email, phone, walk-ins, and town halls.