Supervisory Patient Representative

Major Duties include but are not limited to:

• Collaborates with facility leaders to create develop and implement initiatives and actions that improve the experience of health care throughout the organization.
• Advising and providing counsel to employees regarding policies procedures and directives of management responsibilities.
• Plans sets and adjusts work to be performed by subordinate employees.
• Acts to resolve problems expedite services or implement necessary corrective measures within established facility policies.
• Communicates with individuals of different education environmental ethnic and cultural backgrounds is essential.
• Explores all avenues crossing all lines of authority and responsibility within the OVAHCS in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution.
• Enters encounters into Medallia (V-signals) and the Patient Advocate Tracking System (PATS-R) package timely to ensure issues are tracked and trended to identify areas for improvement and extract real-time patient comments.
• Makes inquiry into patient complaints initiates action or changes necessary to correct problem situations and reports on corrective measures taken.

Work Schedule: Monday-Friday 8:00AM-4:30PM
Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Patient Representative/PD072430
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO):

• 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. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• 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)

As a condition of employment for accepting this position you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• 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.

Upon completion of your probationary period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

To qualify for this position applicants must meet all requirements by the closing date of this announcement 09/21/2026.

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-12 position you must have served 52 weeks at the GS-11.

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.

You may qualify based on your experience as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to: Supervises a section of employees performing advocacy related work; provides administrative guidance and technical direction; monitor evaluate and analyze data to identify discrepancies makes corrections and recommend a course of action and produce meaningful reports based on that data; independently handle a wide range of difficult contacts and complex situations.

Preferred experience:

• One full year of specialized experience equivalent to GS-11 supervising or leading patient advocacy operations resolving complex/sensitive patient issues trending complaints and recommending systemic improvements.
• Demonstrated supervisory competency: Planning assigning prioritizing work evaluating performance coaching and counseling addressing personnel issues interview and recommending selections.
• Proven administrative analysis ability: applying evaluative methods to assess workflow and program effectiveness preparing analytical reports and briefings for leadership.
• Policy and regulatory interpretation: applying VA directives handbooks patient rights standards and accreditation expectations to ensure compliance across the program.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at

Education

There is no educational substitution at this grade level.

Required Experience:

Manager