Patient Representative
Some of the duties may include, but are not limited to the following:
Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Identified trends of existing and potential problem areas and types. Suggests solutions or alternatives to existing procedures, which contribute to systemic improvements. Acts on behalf of the facility Director to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Develop and provide in-service education, as necessary, to bring an awareness to the hospital staff as well as peers of the patient's perceptions of the health care patient's facility experience, thereby contributing to improved staff understanding and engagement. Receive, listen, document complaints, compliments, and grievances from patients (for example:
in person, by phone, e-mail, fax, letter, congressional inquiry, Inquiry Routing and Information System, etc.) or from individuals on behalf of patients. Make inquiry into patient complaints, initiates action or changes necessary to resolve problems, and reports on corrective measures taken to the patient or the patient's representative. Monitors and evaluates corrective measures taken. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to Veterans. Maintain an effective working relationship with key stakeholders. Stakeholders such as, but not limit to:
internal customers, Congressional liaisons, Veterans Service Organizations, community groups, and others whose interests are in helping and protecting Veterans, their families and their representatives. Assist patients in understanding their rights in addition to their responsibilities. Has the authority to review any files or records, and discuss with personnel or witnesses regarding any practice which appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility. Reports such findings with recommendations for improvements. Work Schedule:
Mon - Fri 8:
00 am - 4:
30 pm Compressed/Flexible Schedule:
No Telework Available:
No Position Description Title/PD#:
Patient Representative PD# 10373-0 Bargaining Unit:
Yes Fair Labor Standards Act (FLSA):
Nonexempt Financial Disclosure Report:
Not Required Recruitment/Relocation Incentive is not authorized. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-Grade Restriction - 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. 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. 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 as described below:
Specialized Experience for the GS-09 level:
Applicants 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:
performing administrative and technical support functions in a medical facility which demonstrates thorough knowledge of applying analytical and evaluative techniques, fact finding, compiling reports and interpretation and communicating information and regulations as they pertain to Patient Rights and Responsibilities. OR Applicants may substitute education (Master's Degree or equivalent graduate degree or 2 full years of progressively higher graduate education leading to a master's degree) for the experience required for the GS-09 level. (Copies of transcripts required) OR Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. (Copies of transcripts required) You will be rated on the following Competencies for this position:
Analysis and Problem Solving Communications Conflict Management Customer Service Organizational Awareness Veteran and Customer Focus 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. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. The Office of Personnel Management (OPM) Group Coverage Qualification Standards for Administrative and Management positions apply to this position. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Physical Requirements:
Includes walking, standing, sitting behind a desk and/or working on a computer for extended periods of time, bending, carrying of light items such as medical records and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is placed in a position of stress. This position demands emotional stability as the Patient Representative is deeply involved with many seriously ill, dying patients and their families.
Estimated Salary: $20 to $28 per hour based on qualifications.
Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Identified trends of existing and potential problem areas and types. Suggests solutions or alternatives to existing procedures, which contribute to systemic improvements. Acts on behalf of the facility Director to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Develop and provide in-service education, as necessary, to bring an awareness to the hospital staff as well as peers of the patient's perceptions of the health care patient's facility experience, thereby contributing to improved staff understanding and engagement. Receive, listen, document complaints, compliments, and grievances from patients (for example:
in person, by phone, e-mail, fax, letter, congressional inquiry, Inquiry Routing and Information System, etc.) or from individuals on behalf of patients. Make inquiry into patient complaints, initiates action or changes necessary to resolve problems, and reports on corrective measures taken to the patient or the patient's representative. Monitors and evaluates corrective measures taken. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to Veterans. Maintain an effective working relationship with key stakeholders. Stakeholders such as, but not limit to:
internal customers, Congressional liaisons, Veterans Service Organizations, community groups, and others whose interests are in helping and protecting Veterans, their families and their representatives. Assist patients in understanding their rights in addition to their responsibilities. Has the authority to review any files or records, and discuss with personnel or witnesses regarding any practice which appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility. Reports such findings with recommendations for improvements. Work Schedule:
Mon - Fri 8:
00 am - 4:
30 pm Compressed/Flexible Schedule:
No Telework Available:
No Position Description Title/PD#:
Patient Representative PD# 10373-0 Bargaining Unit:
Yes Fair Labor Standards Act (FLSA):
Nonexempt Financial Disclosure Report:
Not Required Recruitment/Relocation Incentive is not authorized. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-Grade Restriction - 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. 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. 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 as described below:
Specialized Experience for the GS-09 level:
Applicants 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:
performing administrative and technical support functions in a medical facility which demonstrates thorough knowledge of applying analytical and evaluative techniques, fact finding, compiling reports and interpretation and communicating information and regulations as they pertain to Patient Rights and Responsibilities. OR Applicants may substitute education (Master's Degree or equivalent graduate degree or 2 full years of progressively higher graduate education leading to a master's degree) for the experience required for the GS-09 level. (Copies of transcripts required) OR Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. (Copies of transcripts required) You will be rated on the following Competencies for this position:
Analysis and Problem Solving Communications Conflict Management Customer Service Organizational Awareness Veteran and Customer Focus 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. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. The Office of Personnel Management (OPM) Group Coverage Qualification Standards for Administrative and Management positions apply to this position. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Physical Requirements:
Includes walking, standing, sitting behind a desk and/or working on a computer for extended periods of time, bending, carrying of light items such as medical records and occasionally assisting with a wheelchair. In some instances, relationships with patients can become intense and the employee is placed in a position of stress. This position demands emotional stability as the Patient Representative is deeply involved with many seriously ill, dying patients and their families.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$64,535 to $83,897 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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