Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. The VA utilizes Patient Advocates and staff members across diverse services/departments who are dedicated to specifically working with patients and their caregivers to resolve complaints that arise at the point of service.
The Patient Representative is responsible for the coordination and implementation of the Patient Advocate programs. The Patient Representative assists the Chief, Patient Centered Care and Cultural Transformation to enhance the Veterans' health care experience. This position is linked to top management when developing and implementing solutions to concerns addressed by the Customer Service Department and may cross broad organizational lines.
Duties may include, but are not limited to: Serves as the liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights and advocacy.
Assure the timely resolution of patient and family complaints, identify and participate in the identification and correction of system issues, educate staff regarding patient centered strategies and collect and analyze data in order to identify trends and patterns that create difficulty for patients or families using the Patient Advocate Tracking System (PATS). Maintain a clear communication between the Veteran population, staff and facility leadership.
Responsible for supporting proactive training initiatives including Patient Centered Care Training, New Employee Orientation and New Patient Orientation. Reports and documents patient status and changes, and documents using monthly summaries or quarterly summaries pertaining to both resolved and unresolved patient and/or family concerns. Communicates pertinent information to appropriate parties concisely, accurately and in a timely fashion.
Reports significant and relevant information and issues to leadership. Reviews data, performs comprehensive analysis and recommends remedial actions. Assists patients in understanding their rights in addition to their responsibilities. interprets the Medical Center's mission, policies, and procedures, assesses available resources/services/options available to the patient and then represents the patient's problems, opinions and need to appropriate staff and management.
Explains entitlements to patients and their families. Overall responsibility for the resolution of patient problems. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients that are unresolved at the service level. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework: This position may not be authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD99864S and PD99473S
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/.
V19USAJOBS@VA.GOV · 719-227-4600
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $61722 – $97087/yr.
Applications close on 2026-10-01.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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