Patient Representative

This position is located at the Prescott VA (Northern Arizona VA Health Care System) serving as a Facility Patient Advocate responsible for addressing complex patient concerns, and issues on behalf of the VA Medical Facility Director with the goal of providing resolution. The incumbent works within the Patient Advocate Tracking System (PATS) and collaborates with patients, caregivers, facility staff, and leadership teams to improve the patient experience and quality of care provided to Veterans. EDUCATION: 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/ . RESPONSIBILITIES: 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.

Provides guidance to Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints that cannot be resolved at the point of service.

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: Monday - Friday 7:30 a.m. to 4:00 p.m. work schedule, but work schedule may be adjusted to meet the needs of the service. Compressed/Flexible: Not Authorized Telework: This position is not authorized for telework.

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

PCS Appraised Value Offer (AVO): Not Authorized QUALIFICATIONS: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/15/2026.

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. For a GS-11 position you must have served 52 weeks at the GS-9. 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 as described below:

GS-9:

Specialized Experience: You must have one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service, that is directly related to the work of the position and has equipped me with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/ Advocate. Qualifying specialized experience includes providing customer service to patients; assisting patients and staff with resolving problems or complaints; assisting with identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR,

Education: Successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR,

Combination: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience as described above, to meet the total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. This education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

GS-11:

Specialized Experience: You must have one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service, that is directly related to the work of the position and has equipped me with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/ Advocate. Qualifying specialized experience includes providing customer service to patients and staff with resolving problems or complaints; identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence; collaborating with facility staff to improve the patient experience. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR,

Education: Successfully completed two three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, LL.M., or equivalent doctoral degree in the related field of the position to be filled. The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR,

Combination: Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume.

Preferred Experience:

Provide exceptional customer service to patients and staff by addressing and resolving issues or concerns.

Identify areas for improvement and recommend appropriate solutions or alternatives.

Clearly communicate policies and procedures to patients and staff.

Maintain accurate documentation and prepare reports and official correspondence as required.

Collaborate with facility staff to enhance the overall patient experience.

Possess knowledge of patient rights, applicable laws, and VHA policies and procedures.

Due to the diverse interactions with patients, families, and staff, essential qualities include tact, diplomacy, sound judgment, compassion, adaptability, and a positive sense of humor.

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/ . SALARY: QuantitativeValue EMPLOYMENT TYPE: Other