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USAJOBS · 1 day ago

Patient Representative - Facility Patient Advocate

Tulsa, Oklahoma, USA

Full-time

Onsite

Mid, Senior Level

$62K/yr - $97K/yr

1+ years exp

USAJOBS is seeking a Patient Representative to serve at the VA Eastern Oklahoma Health Care System as a Facility Patient Advocate. The role involves coordinating complaint resolution, ensuring effective communication with patients, and maintaining relationships with various stakeholders to enhance the patient experience.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

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

Qualification

Customer ServiceComplaint ResolutionData AnalysisPolicy ExplanationProblem IdentificationCompassionSound JudgmentTactInterpersonal SkillsFlexibilitySense of Humor

Required

You must be a U.S. Citizen to apply for this job

To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an 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

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

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

To qualify for this position at the GS-09 level, you must meet one of the following: Specialized Experience, Education, or Combination

To qualify for this position at the GS-11 level, you must meet one of the following: Specialized Experience, Education, or Combination

Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week

A transcript must be submitted with your application if you are basing all or part of your qualifications on education

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment