Patient Representative (Facility Patient Advocate)Department of Veterans Affairs • Hampton, VA, United States

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Patient Representative (Facility Patient Advocate)

Department of Veterans Affairs • Hampton, VA, United States

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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.

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

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Patient Advocate • Hampton, VA, United States

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