The incumbent serves as a Patient Advocate within a Orlando VA Medical Center. On behalf of the VA Medical Facility Director, this position covers a variety of difficult and/or complex patient concerns, issues, and contracts for the Facility with the goal of providing resolution. The Patient Advocate works exclusively in the Patient Advocate Tracking System (PATS).
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/18/2025. 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. Preferred Experience: 3 year of experience in Customer Service, 2 years of experience in Patient Advocacy. 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: 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 Orlando VA, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Exhibits excellent telephone etiquette and interpersonal skills. Makes inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. . 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 or LL.M., if related. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond. You will be rated on the following Competencies for this position: Compliance Critical Thinking Customer Service Veteran and Customer Focus 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 work includes walking, standing, bending, carrying light items, and occasionally assisting with wheelchairs. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers 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/.
Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies Evaluates, processes, or makes recommendations for effective organizational changes. 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. Assist patients, families, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Develops rapport and maintains effective relations with facility personnel at all levels. Exhibits excellent telephone etiquette and interpersonal skills. Communicates with individuals of different education, environmental, ethnic and cultural backgrounds is essential. Acts as an advocate for patients using seasoned judgment to resolve problems. Participates in the facility's Patient Centered Care initiatives. Documents all findings derived from customer surveys after thorough analysis of data in order to identify trends and patterns. Assists with congressional and/or patient inquiry letters as requested by the Office of the Director. Work Schedule: Monday to 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#: Patient Representative (Patient Advocate)/PD99864A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized