The position serves as a Patient Advocate within a VA Medical Facility (e.g., VAMC, CBOC, OPC, etc.). This position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing resolution. The Patient Advocate works exclusively in the Patient Advocate Tracking System (PATS). The position also provides coverage for fellow Patient Advocates and may be called upon to serve as the Acting Patient Advocate Supervisor.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/21/2025. 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-09 position you must have served 52 weeks at the GS-07. 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 GS-09: You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of Patient advocacy, Service Recovery, and working collaboratively with others; superior customer service, knowledge of patient advocacy, and helping others in the VHA system VHA Employee; excellent verbal and written skills, and ability to collaborate with others. Specialized Experience GS-11: You possess at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-09) 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. Qualifying specialized experience includes: knowledge of Patient advocacy, Service Recovery, and working collaboratively with others; superior customer service, knowledge of patient advocacy, and helping others in the VHA system VHA Employee; excellent verbal and written skills, and ability to collaborate with others. 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 is performed in an office setting with no apparent or unusual risk or discomfort. 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/.
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. Complaint Resolution: Manages the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Assists SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service. Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems. Independently resolves the most difficult and complex complaints, expedite services, and implement necessary corrective measures within established facility policies. Comprehends and explains numerous government laws, directives, and policies is required to provide information to individuals representing various levels of educational and cultural backgrounds. Patient Representation: Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern, opinions, and needs to appropriate staff and management. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to patients. Assists patients in understanding the Clinical Appeal Process and how to proceed with a clinical appeal request for reconsideration. Data Analysis/System Improvement: Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. 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, and the data is utilized to improve overall services to patients. Produces, on a regular basis, a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Relationship Management: Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. 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. Responds to patient inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), MyHealthyVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments and suggestions. Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Works closely with Public Affairs to include patients' feedback and increase community and Veteran awareness of VA health care resources. Safeguards privacy data/sensitive policy-making data against unauthorized disclosure. Notifies the Supervisor and Privacy Officer upon disclosure or suspected disclosure of sensitive data by others. Performs additional activities assigned by the Supervisor. These special activities may be complex in nature requiring immediate attention, rapid coordination and planning, compiling data, preparing reports, and summarizing surveys. May perform other duties not listed Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad-hoc as needed Virtual: This is not a virtual position. Position Description/PD#: Patient Representative (Facility Patient Advocate)/PD99864A and PD99473S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not Authorized