This position serves as the Supervisory Patient Representative, with the San Diego VA Healthcare System. The position serves as the program coordinator and is administratively responsible for the Patient Advocate Program and Veteran Experience Office. This position serves as a key member of the facility-wide Veteran experience efforts and initiatives; collecting and analyzing data, identifying opportunities for improvement, educating staff, and implementing change.
Duties may include, but are not limited to: Develops policies and procedures for the Veteran Experience Office, Patient Advocate Program and facility-wide Veteran experience efforts. Prepares reports, statistics, and presentations for facility, Health Service Area (HSA), Veterans Integrated Service Network (VISN), and Central Office use.
Administers information and analytical systems to evaluate and enhance the quality of services provided to Veterans, presenting concerns related to their health care received within the VA San Diego Healthcare System (VASDHS). Ensures that each complaint or concern is addressed expeditiously and in a manner that results in a satisfactory, mutually agreed-upon resolution. Investigates complex patient cases collaborating with services and staff across VASDHS.
Collects, analyzes, and reports program data to local management and to the HSA, VISN, and Central Office, as requested. Evaluates program progress and outcomes and uses data to continuously modify and improve program operations and processes. Develops and implements methods for measuring the effectiveness of patient-satisfaction initiatives, using outcome evaluations to improve treatment services.
Participates in facility-wide committees and workgroups focused on reviewing and improving Veteran experience. Provides advice, counsel, and instruction to employees on work-related and administrative matters. Acknowledges and resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher level supervisor or manager. Carries out Equal Employment Opportunity policies and program activities.
Work Schedule: Monday - Friday, 7:30am-4:00pm Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD09858O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
Rosezanna.Daker@va.gov · (520)780-6862
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $102246 – $132923/yr.
This position requires a Other security clearance.
Applications close on 2026-11-13.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-06 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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