Supervisory Patient Representative

Veterans Health Administration • Asheville, NC

20d • Hybrid

About The Position

This position is located at the Charles George VA Medical Center in Asheville, North Carolina, within the Veterans Integrated Service Network 6, and operates under the direction of the Assistant Director. The Supervisory Patient Representative coordinates the facility’s Veteran Experience Program, supports service-level advocates and liaisons, and works with staff and leadership to improve Veteran satisfaction and resolve system problems affecting the patient experience.

The role tracks and analyzes Veteran feedback and training data, develops recommendations and process improvements, supports Veteran Experience policies and communications, and coordinates the distribution of compliments and program information. It also serves as a liaison between the VISN Veteran Experience Program Manager and the local program, advises leaders and staff on effective approaches to improving satisfaction, and coordinates special Patient Advocate Tracking System documentation requirements.

As a supervisor, the position plans and prioritizes subordinate work, schedules assignments, evaluates performance, provides technical and administrative guidance, identifies and arranges employee training, and trains staff in customer service and service recovery. The work includes sedentary office tasks as well as substantial walking and standing, routine vehicle travel, attending lengthy meetings, and carrying or lifting display panels for events. The position follows a Monday–Friday schedule, with a possible nine-hour compressed schedule, and may be authorized for ad hoc telework only; it is not a virtual position.

Requirements

• One year of specialized experience equivalent to at least the GS-11 grade level, including experience planning, developing, and evaluating a Patient Advocate Program; reviewing patient advocate work; responding to patient complaints; communicating by phone, email, and in-person visits; entering data into the Patient Advocate Tracking System; aggregating and analyzing trends and reporting program data; directing staff work; setting short- and long-term priorities; and performing complex advisory, assistance, and coordination functions.
• Current federal employees who held a GS grade within the past 52 weeks must meet the GS-12 time-in-grade requirement of 52 weeks at GS-11 by the announcement closing date.
• U.S. citizenship is required.
• Selective Service registration is required for males born after December 31, 1959.
• Must be able to complete a background/security investigation and online onboarding requirements.
• Must participate in the seasonal influenza vaccination program as a Department of Veterans Affairs health care personnel requirement.
• Must serve a one-year probationary period or two-year trial period, as applicable.
• Must meet the physical requirements, including considerable walking and standing, routine driving or riding in a vehicle, attending lengthy meetings, and carrying and lifting display panels.
• No educational substitution is available at this grade level.

Responsibilities

• Coordinate and maintain active Service Level Advocates and Liaisons in each service line.
• Facilitate service-specific knowledge, training, and cooperative communication among services, Patient Advocates, the Administrator, and the VEO SharePoint Coordinator.
• Maintain and update Veteran Experience Program news, events, and information through the VEO SharePoint.
• Facilitate Veteran communications through publications, signage, electronic communications, focus events, town halls, Veteran orientation, and other information-sharing tools.
• Track and trend Veteran survey and feedback data to identify perception trends, recommend resolution methods, and guide service lines through process improvement.
• Analyze detailed data and present findings to service-level leaders and leadership through written and verbal reports and meetings.
• Assist the Veteran Experience Officer with studies of employee and organizational efficiency and productivity, recommending improvements to organization, staffing, work methods, training, communication, and procedures.
• Track, coordinate, and trend training required by the Veteran Experience Office; create and implement a tracking tool showing overdue training and ways to meet requirements.
• Analyze proposed legislation, regulations, directives, and operating procedures for their impact on the Veteran Experience Program.
• Develop or modify Veteran Experience policies, regulations, goals, and objectives to improve the patient experience.
• Create, implement, and communicate compliments, suggestions, and achievements received through letters, congressional correspondence, emails, compliment cards, and other channels; coordinate dissemination to staff and leadership.
• Publicize Veteran Experience programs at the medical center and community-based outpatient clinics through SharePoint, bulletin boards, flyers, and staff or Veteran activities.
• Coordinate between the VISN Veteran Experience Program Manager and the local Western North Carolina Veteran Experience program.
• Advise medical center leadership, patient representatives, facility committees, and frontline staff on ways to improve Veteran satisfaction.
• Work with medical center staff, committees, and performance-improvement teams to identify and resolve system problems affecting Veteran experience and satisfaction.
• Coordinate and enforce special Patient Advocate Tracking System documentation requirements, including those for the Caregiver Support Program, harassment concerns, and disruptive behavior appeals.
• Plan subordinate work, set and adjust priorities, prepare schedules, and provide final technical authority over work products.
• Develop and evaluate subordinate performance and performance standards; audit Patient Advocate Tracking System cases for accuracy and compliance with Joint Commission and Veteran Experience Standard Operating Procedures standards.
• Provide employees with advice, counseling, and instruction on work and administrative matters; identify development and training needs and provide or arrange training.
• Train staff in customer service techniques and service recovery.
• Perform other assigned duties.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

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