Patient Representative

Veterans Health Administration•Detroit, MI

10d•Onsite

About The Position

This position is located at the John D. Dingell Veterans Affairs Medical Center and serves as a Facility Patient Representative/Advocate. The role coordinates complaint resolution by working with facility staff to address issues and concerns and ensuring communication with patients about their experiences. Tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are important when working with patients, families, and staff. Patient Advocacy ensures that patient concerns are heard and addressed to improve Veterans’ overall experience and quality of care. The representative manages the facility’s Veteran Centered Complaint Resolution process, supports staff in resolving complaints, serves as a liaison among patients, facility staff, community organizations, and congressional offices, and analyzes patient feedback to identify opportunities for system improvement. The position works with clinical and administrative staff and facility management to address patient dissatisfaction and improve care. The position is not virtual and follows a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. The work includes routine visits to facility units, clinics, and administrative offices. It involves exposure to stress and anxiety, challenging interactions with patients and caregivers, and possible contact with infectious illnesses or medically emergent situations. Physical activities include walking, standing, bending, carrying light items, and occasionally assisting with a wheelchair.

Requirements

For the GS-09 level, qualify through at least one year of specialized experience equivalent to GS-07, qualifying graduate education, or a combination of qualifying education and experience.
For the GS-11 level, qualify through at least one year of specialized experience equivalent to GS-09, qualifying doctoral-level education, or a combination of qualifying education and experience.
Specialized experience for GS-09 includes patient customer service; helping patients and staff resolve problems or complaints; identifying problem areas and suggesting solutions; explaining policies and procedures; maintaining accurate records; and preparing reports or written correspondence.
Specialized experience for GS-11 includes patient and staff customer service; resolving problems or complaints; identifying problem areas and suggesting solutions; explaining policies and procedures; maintaining records and preparing reports or correspondence; and collaborating with facility staff to improve the patient experience.
Applicants relying on education must submit transcripts from an accredited college or university; education must demonstrate knowledge, skills, and abilities needed for the work.
Experience must be documented on the resume with job title, duties, start and end month/year, and hours worked per week.
Current or former federal employees subject to time-in-grade requirements must meet the applicable 52-week requirement and submit supporting SF-50 documentation.
U.S. citizenship is required.
Complete the application, questionnaire, and required online assessment.
Selective Service registration is required for males born after December 31, 1959.
Pass a background/security investigation and complete the online onboarding process and required employment identification checks.
Participate in the seasonal influenza vaccination program.
Serve a one-year probationary period or two-year trial period, as applicable.
Emotional stability is required to work with challenging, seriously ill, or dying patients and caregivers and in situations involving stress, anxiety, or potentially hostile patients.

Responsibilities

Manage the facility Veteran Centered Complaint Resolution process, including resolving complaints and capturing and analyzing complaint data to support system improvements.
Assist Service-Level Advocates and front-line staff with resolving issues and addressing complex complaints.
Explore the nature and scope of problems and initiate appropriate action to expedite resolution.
Identify existing or potential problem areas and suggest solutions or alternatives to procedures that contribute to those problems.
Serve as a liaison among the facility, patients, staff, and community, and ensure patients understand their rights and responsibilities.
Work with health care teams, Service Chiefs, and management to resolve problems beyond the capability of front-line staff and present the patient’s perspective and desired resolution.
Maintain relationships with Veterans Service Organizations and other groups that help and protect Veterans, their families, and representatives.
Liaise with congressional offices and respond to staff assistants regarding patient concerns or dissatisfaction.
Collect, analyze, and evaluate data and prepare reports to ensure VHA Patient Advocacy goals, policies, and requirements are met.
Identify clinical or administrative practices that contribute to patient dissatisfaction and recommend changes.
Present patient issues and data at facility meetings and committees.
Work with Facility Management to discuss trending concerns that may indicate a need for system improvements.