Patient Representative (Advocate) reports to the Assistant Director's Office. Ensures patient concerns are heard and addressed to improve the overall experience and quality of care for patients. Covers a variety of difficult and or complex patient concerns, issues and contacts for the Facility with the goal of providing resolutions. Assists Senior Level Advocates and front line staff in resolving issues occurring at the point of service.
Provides coverage for fellow patient advocates.
Include but not limited to: Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. Present patient issues and data at various facility meetings and committee, providing trends of patient inquiries with recommendations for corrective action.
Identify elements of clinical or administrative practices contributing to or creating an atmosphere for patient dissatisfaction and makes recommendations to correct issues. Responsible for complaint resolution with service recovery, receiving compliments, working with Senior Level Advocates to help resolve issues and concerns and communicating with patients about their experiences of care.
Collaborate with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience throughout the organization. Manages the comprehensive Veteran Centered Complaint Resolution (VCCR) and service recovery processes, final resolutions, data capture, trend analysis of issues and complaints, and communication of trends to facility leadership for system improvements.
Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration.
Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD99864S Relocation/Recruitment Incentives: Not authorized.
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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/.
Sally.Jordan@va.gov · 813-816-7155 X100271
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $74678 – $97087/yr.
This position requires a Other security clearance.
Applications close on 2026-10-02.
This is a Monday - Friday 8:00 am - 4:30 pm position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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