Patient Representative

Quick Facts

• Role: Facility Patient Advocate / Patient Representative

• Focus: Veteran-centered complaint resolution and patient experience improvement

• Schedule: Monday–Friday, 07:30–16:00

• Telework: Ad-hoc

Description

Serve as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to resolve issues and concerns and to ensure communication with patients about their experiences. You manage the Veteran Centered Complaint Resolution (VCCR) process, assist front-line teams with complex complaints, and use data to identify trends and recommend system improvements. You also act as a liaison between the facility, patients, staff, community partners, and congressional offices.

Responsibilities

• Manage the facility VCCR process, including complaint resolution, data capture, analysis of issues/complaints, and system improvement recommendations

• Assist Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing complex complaints

• Explore all avenues to identify the nature and scope of problems and initiate actions to expedite resolution

• Proactively identify existing or potential problem areas and suggest solutions or alternatives

• Serve as liaison among the facility, patients, staff, and the community; ensure patients understand their rights and responsibilities

• Collaborate with health care teams, Service Chiefs, and management to facilitate resolutions beyond front-line capability and present the patient perspective

• Maintain relationships with Veterans Service Organizations and others supporting Veterans and families

• Liaison with congressional offices and respond to staff assistants regarding patient concerns or dissatisfaction

• Collect, analyze, evaluate, and report on relevant patient advocacy data to ensure goals and policy requirements are met

• Identify how clinical or administrative practices contribute to patient dissatisfaction and recommend changes

• Present patient issues and data at facility meetings and committees

• Work with Facility Management on trending concerns that may require system improvements

Requirements

• U.S. citizenship

• Completion of all application steps, including the required online assessment

• Selective Service registration for males born after 12/31/1959

• Subject to background/security investigation

• Completion of online onboarding and provision of acceptable I-9 documentation (REAL ID compliant effective May 7, 2025)

• Seasonal influenza vaccination participation is required

• Ability to complete a 1-year probationary period or 2-year trial period

• Meet GS-09 or GS-11 qualifications by the closing date through specialized experience and/or accredited graduate education (transcripts required when education is used)

• Time-in-grade requirements for current federal employees (as applicable)

Benefits

A career with the U.S. government includes a comprehensive federal benefits package; eligibility depends on the type of position and work schedule.