Patient Representative
The Patient Representative functions as a clinical liaison providing customer service, organizational analysis, and patient entitlements. Duties include:
Assists patients, families, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Reviews any files or records, and discusses with personnel or witnesses any practice that appears to violate patient's rights, or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility. Serves as an advocate for patients throughout the facility. Makes inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Assists patients in understanding their rights in addition to their responsibilities. Maintains liaison with congressional offices, responding directly to their staff assistants, when appropriate on matters involving patient dissatisfaction. Evaluates, processes, or makes recommendations for effective organizational changes. Provides full staff assistance on administrative matters including assuring legal requirements for care. 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:
Compressed/Flexible:
10 hour tour with rotating days off. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD06072A and PD06071A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/08/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
For GS-9:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
(with supervisory oversight) function as a patient liaison, advise patients of their rights and responsibilities, investigates practices or instances where a patient's rights may have been violated, address patient complaints, OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree OR, 2 full years of progressively higher level graduate education leading to such a degree OR LL.B. or J.D., if related. (MUST SUBMIT TRANSCRIPTS). OR, Combination:
Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. For GS-11:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
(independently) function as a patient liaison, advise patients of their rights and responsibilities, investigates practices or instances where a patient's rights may have been violated, address patient complaints,. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree, OR 3 full years of progressively higher graduate education leading to such a degree OR LL.M., if related. (MUST SUBMIT TRANSCRIPTS). OR Combination:
Applicants may also combine education and experience to qualify at the GS-11 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education. You will be rated on the following Competencies for this position:
Customer ServiceOral CommunicationProblem SolvingVeteran and Customer Focus Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The position includes walking, standing, bending, carrying light items and occasionally assisting with a wheelchair or cart. In many instances, relationships with patients can become intense and the incumbent is placed in a position of stress. The position demands emotional stability as the Patient Representative is deeply involved with many seriously ill or dying patients and veterans who may be emotionally disturbed, explosive, or in a state of crisis. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assists patients, families, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Reviews any files or records, and discusses with personnel or witnesses any practice that appears to violate patient's rights, or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility. Serves as an advocate for patients throughout the facility. Makes inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Assists patients in understanding their rights in addition to their responsibilities. Maintains liaison with congressional offices, responding directly to their staff assistants, when appropriate on matters involving patient dissatisfaction. Evaluates, processes, or makes recommendations for effective organizational changes. Provides full staff assistance on administrative matters including assuring legal requirements for care. 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:
Compressed/Flexible:
10 hour tour with rotating days off. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Patient Representative/PD06072A and PD06071A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/08/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
For GS-9:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
(with supervisory oversight) function as a patient liaison, advise patients of their rights and responsibilities, investigates practices or instances where a patient's rights may have been violated, address patient complaints, OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's or equivalent graduate degree OR, 2 full years of progressively higher level graduate education leading to such a degree OR LL.B. or J.D., if related. (MUST SUBMIT TRANSCRIPTS). OR, Combination:
Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. For GS-11:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
(independently) function as a patient liaison, advise patients of their rights and responsibilities, investigates practices or instances where a patient's rights may have been violated, address patient complaints,. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree, OR 3 full years of progressively higher graduate education leading to such a degree OR LL.M., if related. (MUST SUBMIT TRANSCRIPTS). OR Combination:
Applicants may also combine education and experience to qualify at the GS-11 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-11. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education. You will be rated on the following Competencies for this position:
Customer ServiceOral CommunicationProblem SolvingVeteran and Customer Focus Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The position includes walking, standing, bending, carrying light items and occasionally assisting with a wheelchair or cart. In many instances, relationships with patients can become intense and the incumbent is placed in a position of stress. The position demands emotional stability as the Patient Representative is deeply involved with many seriously ill or dying patients and veterans who may be emotionally disturbed, explosive, or in a state of crisis. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$52,905 to $83,210 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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