This position serves as a Patient Representative within the VA Loma Linda Healthcare Center. Patient Representatives ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. This position covers a variety of difficult and/or complex patient concerns, issues, and contacts for the facility with the goal of providing resolution. The position is located at VA Loma Linda Healthcare System, Main Facility.
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: Complaint Resolution Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution Proactively identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems Patient Representation and Relationship Management Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities Works directly with health care teams, Service Chiefs, and management to facilitate resolution to problems beyond the capability of front-line staff and participate in resolution of system problems by presenting the patient's perspective of the problem and the desired resolution Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction Data Analysis/System Improvement Ensures VHA Patient Advocacy goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing reports based on that data Works to identify the elements of clinical or administrative practices contribute to or create an atmosphere for patient dissatisfaction and recommends changes Presents patient issues and data at various facility meetings and committees Works closely with Facility Management to discuss trending concerns that may indicate the need for system improvements 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: 0800 - 1630, Monday - Friday 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#: Patient Representative/PD99864S Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Authorized.
Permanent Change of Station (PCS): 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/.
courtney.blansfield@va.gov · 602-751-1286
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $71957 – $113185/yr.
This position is eligible for telework.
Applications close on 2026-09-04.
This position is open under the 'Fed Competitive' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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