- Position Title
- Patient Representative (Facility Patient Advocate)
- Agency
- Veterans Health Administration
- Announcement Number
- CBTG-12744112-25-ANM Opens in new window
- Open Period
- Tuesday, June 3, 2025 to Wednesday, June 18, 2025
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Are you an employee of the facility indicated for this position?
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.
To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted). Please be aware that award SF-50's do not always include this pertinent information.
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.
To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted). Please be aware that award SF-50's do not always include this pertinent information.
Preferences
1.
Which of the following items describes your current or recent (within the last five years) political appointee service?
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
Your resume must be submitted in English and include the following information for each job listed:
- Job title Duties (be as detailed as possible)
- Month & year start/end dates (e.g. June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
- Series and Grade, if applicable, for all Federal positions you have held
- Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.
By submitting your application, you are certifying, to the best of your knowledge and belief, all the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities and education (degrees, accomplishments, etc.). The information you provide as part of your application may be investigated. You are also certifying, and acknowledging, that misrepresenting your experience or education, or providing false or fraudulent information in, or with your application, may affect your eligibility for appointment and/or continued employment. False or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001).
2.
I authorize my application information being shared with hiring managers for similar positions. I understand this option may not result in further consideration for additional positions nor will it impact my application for this announcement.
Assessment 1
Select the appropriate answer to each of the following questions based on your current level of experience and/or education that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience subject to verification by investigation. You may be asked to provide specific examples or documentation of experience as proof to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
1.
Carefully read the following descriptions below. Select the one response below that best describes your qualifications for this position at the GS-09 grade level. (Please ensure your resume/application supports the response that you select.)
2.
Carefully read the following descriptions below. Select the one response below that best describes your qualifications for this position at the GS-11 grade level. (Please ensure your resume/application supports the response that you select.)
For each task in the following groups, choose the statement from the list below that best describes your experience and/or training.
The following statements pertain to the Customer Service Competency (Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
3.
Collaborates with facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience.
4.
Serves as the liaison between the facility, patients, staff, and the community to ensure Patient Rights and Responsibilities and advocacy services are available.
5.
Assists patients in understanding their rights, in addition to, their responsibilities.
6.
Explains a variety of government laws, directives, and policies to individuals of varying levels of educational and cultural backgrounds.
The following statements pertain to the Communication Skills Competency (Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
7.
Communicates patients' concerns, opinions, and needs to appropriate staff and management.
8.
Communicates trends to facility leadership to help drive system improvements.
9.
Presents patient issue data and patient inquiry trends at meetings and/or to committees.
The following statements pertain to the Conflict Management Competency (Encourages creative tension and differences of opinions. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
10.
Explores all avenues, crossing all lines of authority and responsibility within a medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution.
11.
Facilitates resolution to problems beyond the capability of front-line staff.
12.
Resolves difficult and complex patient complaints.
The following statements pertain to the Critical Thinking Competency (Objectively analyzes and evaluates an issue in order to form an opinion/judgment/conclusion; Uses logic and reasoning to research, interpret and apply information such as regulatory and/or procedural guidance; Identifies the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; Integrates information into development of a resolution.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
13.
Identifies the elements of clinical or administrative practices that contribute to or create an atmosphere for patient dissatisfaction.
14.
Participates in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution.
15.
Identifies training needs for front-line staff in resolving issues on first contact.
16.
Reviews and interprets information contained in medical and administrative records.
The following statements pertain to the Analysis and Problem-Solving Competency (Applies the process of discovery that involves the diagnosis of a problem or issue, identification and gathering of relevant information, formulation and evaluation of alternative solutions or courses of action, and selection or recommendation of the preferred solution or course of action.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
17.
Collects, analyzes, and evaluates patient complaint data.
18.
Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.
19.
Recommends changes which will reduce or eliminate substantiated complaints.
20.
Reviews appropriate documentation and records and discusses with personnel or witnesses regarding any practice that appears to violate the patient's rights, or which cause unnecessary discomfort or embarrassment.
The following statements pertain to the Manages and Organizes Information Competency (Identifies a need; gathers, organizes, and maintains information; determines its importance and accuracy, and communicates it by a variety of methods.)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
21.
Prepares reports to identify process improvement opportunities.
22.
Produces cumulative reports to track patient inquiries and trend the patterns to identify area of improvement needed.
23.
Manages a patient centered complaint resolution process to include complaint resolution, data capture and analysis of issues/complaints to make system improvements.
Transcript Reminder - If you are basing your qualifications on education (or a combination of education and experience) or if the position requires a college education to qualify, you must submit a copy of your transcripts with your application.
Select “Yes” or “No” to the following question(s).
24.
I certify that, to the best of my knowledge and belief, all of the information included in this questionnaire is true, correct, and provided in good faith. I understand that if I make an intentional false statement, or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be cancelled; I may be denied an appointment; or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand that any information I give may be investigated and that responding "No" or providing no response to this item will result in my not being considered for this position.