Patient Representative (Veteran Experience Specialist)
Major responsibilities include, but are not limited to:
-Serving as the liaison between the medical center, patients, staff, and the community regarding patient experience, patient rights and advocacy. The VES assists the Veterans Experience Officer with the primary function of enhancing the Veterans and their families' healthcare experience. -Effectively utilizes a variety of tools to monitor and document patient satisfaction including but not limited to the Patient Advocate Tracking System (PATS),National Patient Satisfaction Survey (SHEP), and local point of service Patient Satisfaction Surveys. -Serves as an advocate for patients and their families throughout the facility. Assists patients in understanding their rights in addition to their responsibilities. Interprets the Medical Center's mission, policies, procedures and available resource/services for the patient and presents the patient's problems, opinions and needs to appropriate staff and management. -Maintains clear communication between the Veteran population, staff, the Veteran Experience Officer, Office of the Patient Experience, and facility leadership. Maintains a working relationship between Veteran's service organizations, community groups, and other entities whose interest is in helping and protecting Veterans, their families and their representatives. Work Schedule:
Monday through Friday 8:
00 am to 4:
30 pm, may include evenings, weekends and holidays. Compressed/Flexible:
Not available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative (Veteran Experience Specialist)/PD81008-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/18/2020. 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-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
-Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
familiarity with policies, terminology and activities to assist in improving patient care; served as a liaison between the medical center, staff and patients; identified and resolved problems or complaints; or educated team members or customers (internal or external); OR -Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have:
A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree of LL.M., if related. OR A Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the Masters level. You will be rated on the following Competencies for this position:
Analytical ReasoningCommunicationComputer SkillsProblem Solving Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The regular and recurring work of the position involves both sitting at a desk as well as walking/rounding in patient care areas of the medical facility. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
-Serving as the liaison between the medical center, patients, staff, and the community regarding patient experience, patient rights and advocacy. The VES assists the Veterans Experience Officer with the primary function of enhancing the Veterans and their families' healthcare experience. -Effectively utilizes a variety of tools to monitor and document patient satisfaction including but not limited to the Patient Advocate Tracking System (PATS),National Patient Satisfaction Survey (SHEP), and local point of service Patient Satisfaction Surveys. -Serves as an advocate for patients and their families throughout the facility. Assists patients in understanding their rights in addition to their responsibilities. Interprets the Medical Center's mission, policies, procedures and available resource/services for the patient and presents the patient's problems, opinions and needs to appropriate staff and management. -Maintains clear communication between the Veteran population, staff, the Veteran Experience Officer, Office of the Patient Experience, and facility leadership. Maintains a working relationship between Veteran's service organizations, community groups, and other entities whose interest is in helping and protecting Veterans, their families and their representatives. Work Schedule:
Monday through Friday 8:
00 am to 4:
30 pm, may include evenings, weekends and holidays. Compressed/Flexible:
Not available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative (Veteran Experience Specialist)/PD81008-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/18/2020. 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-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
-Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
familiarity with policies, terminology and activities to assist in improving patient care; served as a liaison between the medical center, staff and patients; identified and resolved problems or complaints; or educated team members or customers (internal or external); OR -Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have:
A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree of LL.M., if related. OR A Combination:
Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the Masters level. You will be rated on the following Competencies for this position:
Analytical ReasoningCommunicationComputer SkillsProblem Solving Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The regular and recurring work of the position involves both sitting at a desk as well as walking/rounding in patient care areas of the medical facility. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$66,256 to $86,131 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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