Patient Representative

Veterans Health Administration • Wichita, KS

31d • Onsite

About The Position

This position is located at the Robert J. Dole VA Medical Center in Wichita Kansas and serves as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences of care occurs. Due to the variety of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important. 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.

Requirements

• Must be a U.S. Citizen to apply for this job
• Must complete all required steps in the process, including application, questionnaire, and online assessment
• Selective Service Registration is required for males born after 12/31/1959
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Must serve a 1-year probationary period or 2-year trial period
• Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07 and for a GS-11 position you must have served 52 weeks at the GS-09.
• For GS-09: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes: Providing customer service to patients; Assisting patients and staff with resolving problems or complaints; Assisting with identifying problem areas and suggesting solutions or alternatives; Explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence.
• For GS-09: Successfully completed two (2) years of progressively higher-level graduate education or master's or equivalent graduate degree or LLB. or J.D., in a related field of the position to be filled.
• For GS-09: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience as described above, to meet the total experience requirements.
• For GS-11: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes: Providing customer service to patients and staff with resolving problems or complaints; Identifying problem areas and suggesting solutions or alternatives; Explaining policies and procedures; Keeping accurate records and preparing reports and/or written correspondence; Collaborating with facility staff to improve the patient experience.
• For GS-11: Successfully completed three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, or Ph.D., or equivalent doctoral degree in the related field of the position to be filled.
• For GS-11: Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements.
• Incumbent must possess a current, valid state-issued driver's license for this position.
• Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Nice To Haves

• Use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important due to the variety of patients, family and staff.

Responsibilities

• 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
• 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
• 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

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level