This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/457842900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to http://www.vacareers.va.gov/
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact on the last page of the JOA for information on how to apply under this appointment authority via the Selective Placement Coordinator.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
Learn more about this agency11/29/2016 to 03/30/2017
$65,385 - $85,001 per year
GS 11
1 vacancy in the following location:
Occasional travel - Occasional travel to Community OutPatient Clinics and VISN 1
No
Permanent
Full-time - Full Time
11
No
TK-17-MG-1857561
457842900
Major Duties and Responsibilities
The Patient Experience Coordinator/Patient Advocate is assigned to the Office of Performance Management and is responsible for designing, implementing and directing the Patient Experience Coordinator/Patient Advocate Program at the campus and the CBOCs of the VA Central Western Massachusetts Medical Center. The incumbent serves as the liaison between the medical center, patients and staff, and the community regarding the patient experience, patient rights and advocacy. The incumbent serves as the Patients Experience Coordinator (PEC) with primary purpose of this role to enhance the Veterans experience. The PEC will ensure the timely resolution of patient and family complaints, identify and participate in the identification and correction of system issues, educate staff regarding patient centered strategies and analyze data, identifying trends and patterns that create difficulty for patients or families. This requires the use of administrative, organizational, supervisory, and educational skills. Activities will cross all lines of authority and responsibility, and will encompass all departments, Service Lines, Services and Programs throughout the VA Central Western Massachusetts Medical Center. The incumbent maintains the Patient Advocate Tracking System (PATS). PATS program is a vital resource to patients and managers. The information gained from PATS allows medical center management to understand how well the facility is meeting the expectations of our patients; this information includes concerns voiced by Veterans, significant others, and stakeholders.
The incumbent's major duties include but are not limited to:
Work Schedule: Monday to Friday 8:00 am to 4:30 pm
Position Description Title/PD#: Patient Experience Coordinator/Patient Advocate, 631-00-445-0
Physical Requirements:
Walking, sitting and standing are involved in this position, as well as carrying light items such as paper and charts. Incumbent must be mentally and emotionally stable in order to deal with all levels of anger and hostility in all contacts. This also includes many that are seriously ill, dying patients and their families.
Time-in-grade: 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. For a GS-11 position, you must have served 52 weeks at the GS-09 level.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement
Specialized Experience:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-09) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
OR
Applicants may substitute education for the experience required for the GS-11 level:
Ph.D. or equivalent doctoral degree
or
3 full years of progressively higher level graduate education leading to such a degree
or LL.M., if related
OR
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. 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: 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.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You will be rated on the following competencies based on your application for this position.
Competency 1 Clerical/administrative skill
Competency 2 - Compliance of various regulations
Competency 3 - Customer Service
Competency 4 - Data Management
Competency 5 - Decision Making
Competence 6 - Interpersonal Skills
Competence 7 - Quality Assurance
Competence 8 - Written Communication
If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.
Your résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
All applicants are required to submit the following supporting document type(s):
·Resume
Applicants may also submit the following supporting document type(s),which may not be required for all applicants:
Faxing Applications or Supporting Documents: You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you are unable to apply online or unable to upload your supporting documents to your online application, follow the directions located at the following site: Fax Options. The Vacancy ID of the job opportunity announcement is 1857561.
NOTE: If you applied online and your application is complete, do not fax the paper application (1203-FX) as this will overwrite your prior online responses and may result in you being found ineligible.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online.
To apply for this position, you must complete the View Occupational Questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on Monday, December 19, 2016 to receive consideration.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
You may check the status of your application at any time by logging into your USAJOBS account and clicking on Application Status. For a more detailed update of your status, click on more information. Information regarding applicant notification points can be found in the USAJobs Resource Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/457842900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
Vacancy Identification Number (VIN):1857561