The Patient Representative is primarily responsible for complaint resolution with service recovery, receiving compliments, working with Service Level Advocates to help resolve issues and concerns and communicating with patients about their experiences of care.
Works exclusively in the Patient Advocate Tracking System (PATS-R).Collaborating with other facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience throughout the VAMC.
Primary Duties include but are not limited to: Collaborates with facility staff in the creation, development, and implementation of initiatives and actions that improve the patient experience. Serves as the liaison between the facility, patients, staff, and the community to ensure Patient Rights and Responsibilities and advocacy services are available. Assists patients in understanding their rights, in addition to, their responsibilities.
Explains a variety of government laws, directives, and policies to individuals of varying levels of educational and cultural backgrounds. Communicates patients' concerns, opinions, and needs to appropriate staff and management. Communicates trends to facility leadership to help drive system improvements. Presents patient issue data and patient inquiry trends at meetings and/or to committees.
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. Facilitates resolution to problems beyond the capability of front-line staff. Resolves difficult and complex patient complaints.
Preferred Experience: Comprehensive knowledge of the PATS-R system, with a demonstrated ability to effectively navigate, apply, and utilize its features in support of patient advocacy operations. Candidates should be able to showcase hands- on proficiency in data entry, case management workflows, reporting functions, and system-driven documentation processes to ensure accuracy, compliance, and timely resolution of patient concerns.
The ability to use Microsoft Excel to extract and analyze PATS data in order to create clear, accurate reports. Candidates should be able to develop trend analyses, identify patterns in patient complaints, and present concise, data -driven summaries to leadership to support informed decision making and improve service delivery.
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 8:00am to 4:30pm Telework: Ad-Hoc Only Virtual: This is not a virtual position.
Position Description/PD#: Patient Representative/PD99864S Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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/.
Asian.Jenkins@va.gov · 469-797-2195 X22195
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $61722 – $97087/yr.
Applications close on 2026-11-06.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-28 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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