Supervisory Patient Representative

Veterans Health Administration • Dayton, OH

21d • Onsite

About The Position

The Dayton, Ohio Veterans Affairs Medical Center’s Community and Public Relations Service is recruiting a Supervisory Patient Representative to develop, maintain, and enhance the local Patient Advocacy program. The position is onsite and works Monday through Friday, 7:30 a.m. to 4:00 p.m.

The role manages complex, sensitive, or multi-service complaints; supervises and develops staff; applies VA, VHA, OPA, and facility policies; and leads efforts to identify recurring problems and improve the patient advocacy program. The position communicates with Veterans, families, employees, leaders, and committees, and prepares briefings and written materials.

The position is a GS-12 supervisory role. Relocation and recruitment incentives and permanent change of station are not authorized; a Critical Skills Incentive is not approved. Applicants must meet the specialized experience and time-in-grade requirements described in the announcement. There is no educational substitution at this grade level.

Requirements

• U.S. citizenship.
• Meet the GS-12 time-in-grade requirement, if applicable: 52 weeks at GS-11 in Federal service.
• At least one year of specialized experience equivalent to GS-11, including relevant experience in patient advocacy and complex resolution; direct supervision; knowledge of OPA, VA, and VHA procedures, patient rights, and facility policies; data analysis and program management; communication; and customer service or de-escalation in a front-facing role.
• Meet the applicable qualification requirements by the announcement closing date of 10/30/2026.
• Register for Selective Service if male and born after 12/31/1959.
• Complete a background/security investigation and the online onboarding process; provide acceptable identification for pre-employment requirements.
• Participate in the seasonal influenza vaccination program as required for VA Health Care Personnel.
• Serve a one-year probationary period.
• Demonstrate or have potential to develop supervisory competencies, including accountability, customer service, decisiveness, flexibility, integrity and honesty, interpersonal skills, oral communication, problem solving, resilience, and written communication.
• Perform work requiring some standing, walking, bending, or sitting in an office setting; no special physical demands are identified.

Nice To Haves

• Substantive experience in complex patient advocacy and complaint resolution.
• Experience in supervision, team leadership, or equivalent leadership responsibility.
• Experience in problem solving, systems improvement, or program evaluation.
• Approximately five to seven years of progressively responsible related experience; the quality, complexity, scope, and demonstrated results of experience will also be considered.

Responsibilities

• Independently manage complex, sensitive, or multi-service complaints by conducting fact-finding, coordinating responses, documenting outcomes, and identifying unresolved barriers.
• Assign work, manage workload, coach and develop staff, evaluate performance, address employee issues, and lead change or special projects.
• Apply VA, VHA, OPA, and facility policies to cases and operations; protect privacy; advise staff and leaders; and implement policy changes.
• Identify root causes and recurring issues, develop corrective actions, lead improvement initiatives, measure results, and evaluate the program.
• Prepare briefings and written products; communicate with Veterans, families, employees, leaders, and committees; and facilitate difficult conversations.

Benefits

• Federal employee benefits package for employees and their families; specific benefits depend on position status and eligibility.
• Annual leave accrual may be credited for qualifying prior work or military service, subject to request and approval before appointment and not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed