Patient Representative

Complaint Resolution
The Patient Advocate is tasked with managing the facility VCCR process including complaint resolution data capture and analysis of issues/complaints to make system improvements. All inquiries must be documented in the Patient Advocate Tracking System (PATS) routed to the point of service resolved coded and closed.
May be asked to independently resolve the most difficult and complex complaints expedite services and implement necessary corrective measures within established facility policies. Reviews appropriate documentation and records and discusses with personnel or witnesses regarding any practice that appears to violate the patients rights and reports such findings to the Facility Director and/or the Facility Quad/Pentad. Diplomacy good judgment compassion flexibility and a good sense of humor are required to work with the diversity of patients family and staff which have the potential of controversy or legal action. Comprehend and explain government laws directives and policies.

Patient Representation
Serves as the liaison between the Facility patients staff and the community ensuring Patient Rights and Responsibilities advocacy and services are available. Assists patients understand their rights and responsibilities. Work directly with health care teams Service Chiefs and management to facilitate resolution. Participate in resolution of system problems by presenting the patients perspective and desired resolution. Interprets the Facilitys mission policies procedures and available resources/services to the patient and presents the patients concern and needs to staff and management. Represents the Facility Director in safeguarding and ensuring ethical statutory and constitutional rights of patients are met. Assists patients their families and representatives and facility staff members in recognizing and removing institutional barriers to optimum health care. Assists patients in understanding the Clinical Appeal Process and how to proceed for reconsideration.

Data Analysis/System Improvement
Directly supports facility Executive Leadership responsible for planning organization development direction and evaluation of VA Medical Facility administration. 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 which contribute to or create an atmosphere for patient dissatisfaction and recommends appropriating official changes which will reduce or eliminate substantiated complaints.
Serves on committees whereby patient complaints are identified resolved classified. Presents patient issues and data at various facility meetings and committees. Provides trends of patient inquiries.
Produces a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Works with Facility Management to discuss trending concerns that may indicate system improvements.

Relationship Management
Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Service Recovery focuses on extending efforts to make up for a situation that did not meet the expectations. Conduct rounds throughout the facility on a routine basis to solicit patient feedback and build relationships with SLAs and service leadership.
Maintain the attitude of taking a negative experience and turning it into a positive memorable experience for patients and employees.
Works closely in identifying training and consulting with SLAs and front-line staff in resolving issues on first contact within their service area and use of PATS.
Respond to patient inquiries through multiple VA approved forms of contact where patients pose questions complaints compliments and suggestions.
Maintains a strong relationship with Veterans Service Organizations whose interests are in helping and protecting Veterans their families and their representatives. Serves as liaison with congressional offices on matters involving patient concerns or dissatisfaction.
Works with Public Affairs to increase community and Veteran awareness of VA health care resources.
Safeguards privacy data/sensitive policy-making data against unauthorized disclosure.
Performs additional activities assigned by the Supervisor.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory qualification and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday - Friday 8:00 am to 4:30 pm
Compressed/Flexible: Not Authorized
Telework: Not Authorized
Position Description/PD#: Patient Representative/PD99473-S 99864-S
Relocation/Recruitment Incentives: Not Authorized

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

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

To qualify for this position applicants must meet all requirements by the closing date of this announcement 09/03/2026.

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 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.

To qualify for this position at the GS-09 level you must meet one of the following:

• Specialized Experience: You must have 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. NOTE: 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. OR
• Education: Successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D. in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge skills and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR
• Combination: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience as described above to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge skills and abilities necessary to do to the work of this position. This education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

• Specialized Experience: You must have 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 patient experience. NOTE: 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. OR
• Education: 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. The education portion must include courses that demonstrate the knowledge skills and abilities necessary to do the work of this position. Education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR
• Combination: Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge skills and abilities necessary to do to the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork