This position is located at the Central Western Massachusetts VA Healthcare System, Leeds campus serving as the Facility Lead Patient Representative. This position is a key point of contact for patients and staff and to work in collaboration with facility Patient Representatives on complex issues or complaints where 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: Leads the team and provides the day-to-day work direction, review, and distribution, balance, and adjustment of workload.
Monitors and reports on the progress of the team's work and provides updates to the supervisor. Coaches and develops the team using appropriate tools and techniques to address a variety of issues and situations. Oversees general administrative issues regarding subordinates' leave, scheduling, appointments, etc.
Provides the team formal and informal training information related to patient advocacy service, customer service, techniques, and resources needed to educate themselves. Provides higher-level data management and analysis function for the Patient Advocate team. Develops and maintains organizational dashboards and data sets.
Regularly produces cumulative reports which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement. Leads and oversees the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements.
Works in collaboration with Patient Advocates, Service-Level Advocates (SLAs), and front-line staff to resolve complex issues that occur at the point of service or due to further investigation of the problem(s). Addresses complaints and proactively explores all avenues to identify the nature and scope of the problems and initiates appropriate action to expedite resolutions.
Serves as the liaison between the facility, patients, staff, and the community, ensuring patients understand their rights, in addition to, their responsibilities. Determines causes of patient dissatisfaction, misinformation, or complaints and documents patient encounters and contacts appropriate services to establish resolutions.
Leads and ensures that rounds throughout the facility are conducted on a routine basis to solicit patient feedback and build strong relationships with SLAs and service leadership. Leads staff in responding to patients' inquiries through multiple VA approved forms of contact (e.g., Inquiry Routing and Information System (IRIS), My HealtheVet, Secure Messaging, E-mail, Phone, Walk-in, Town Halls, etc.), where patients pose questions, complaints, compliments, and suggestions.
Work Schedule: Monday through Friday, 7:30am to 4:00pm. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Patient Representative/PD99734S Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Permanent Change of Station (PCS): Not Authorized.
There is no educational substitution at this grade level. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
nathaniel.lynch@va.gov · (401) 209-3691
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $100992 – $131293/yr.
This position is eligible for telework.
Applications close on 2026-11-12.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-03 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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