Patient Representative

This position is located at the Royal C Johnson Veterans Memorial Hospital serving as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences of care occurs. Due to the diversity of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care.Major duties and responsibilities include:Complaint ResolutionManages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvementsAssists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaintsExplores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolutionProactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problemsPatient Representation and Relationship ManagementServes as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilitiesWorks directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolutionMaintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representativesServes as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfactionData Analysis/System ImprovementEnsures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that dataWorks to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changesPresents patient issues and data at various facility meetings and committeesWorks closely with Facility Management to discuss trending concerns that may indicate the need for system improvementsPromotion 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 8:00am-4:30pmTelework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for AD HOC telework. Telework eligibility will be discussed during the interview process.Virtual: This is not a virtual position.Position Description/PD#: Patient Representative/PD99864SRelocation/Recruitment Incentives: Not AuthorizedCritical Skills Incentive (CSI): Not AuthorizedPermanent Change of Station (PCS): Not AuthorizedThe VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.