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The Major Duties and Responsibilities of the Supervisory Patient Representative includes but is not limited to the following:

Quality and Support

• The incumbent of this position coordinates and maintains active Service Level Advocates and Liaisons in each service line.
• Facilitate service specific knowledge, training, and build a cooperative atmosphere for communication between services and Patient Advocates
• Administrator, and Coordinator for the VEO SharePoint. to disseminate and continually update news, events and information concerning the Veteran Experience Program.
• Facilitate Veteran Communication resources, through publications, signage, electronic communication, Voice of the Veteran focus events, town halls, Veteran orientation, and other information staring tools utilized by WNCVAHS. Track and trend Veteran data from survey and feedback tools to identify perception trends.
• Make recommendations regarding methods, practices, and procedures to address problem resolution.
• Implement these recommendations and guide Service Lines through process improvement.
• Pull detailed data analysis and explain to Service Level leaders and leadership through written and verbal reporting structures in formal and informal meetings/committees.
• The incumbent of this position assists the Veteran Experience Officer (VEO) in conducting studies of employee/organizational efficiency and productivity to recommend changes or improvements in organization, staffing, work methods, training, communication, and procedures. Track, coordinate, and trend all training required by the Veteran Experience Office.
• Create and implement data tracking device to share within the organization that displays overdue trainingand ways to adhere to the training requirements. Analyze new or proposed legislation, regulations, directives, and operating procedures to determine impact on the Veteran Experience Program.
• Develop new or modified Veteran Experience policies, regulations, goals, or objectives to better the Patient Experience at the CGVAMC. Create, implement and communicate all compliments received from outside letters, congress, internal emails, compliment cards, and all other forms of communication as well as suggestions and achievements.
• Coordinate dissemination of the information to the medical center staff and leadership for enhancement of morale and employee engagement.
• Publicizes Veteran Experience programs within the CGVAMC and CBOCs via the VEO SharePoint, bulletin boards, flyers, and staff and/or Veteran activities.

Liaison Duties

• This position will assist in providing coordination between VISN Veteran Experience Program Manager and the Western North Carolina Veteran Experience program.
• Provide advice to medical center leadership, patient representatives, facility committees and front-line staff in effective ways and behaviors that improve Veteran satisfaction.
• Work with key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of system problems that impede internal and external Veteran Experience Satisfaction.
• Coordinate and enforce special PATS documentation requirements, including but not limited to the Caregiver Support Program, Harassment Concerns, and Disruptive Behavior Appeals.

Supervisory Duties

• This position plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work while providing final technical authority over the final work product.
• Develops and evaluates work performance and performance standards of subordinates.
• Audit PATS Cases for accuracy, abide by standards set by joint Commission and Veteran Experience Standard Operating Procedures.
• Give advice, counsel, or instruction to employees on both work and administrative matters.
• This position identifies developmental and training needs of employees, providing or arranging for needed development and training; Trains staff in customer service techniques and service recovery.
• Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees of the team with respect to technical and administrative matters.
• Performs other duties, as assigned.

Work Schedule: M-F 0730 - 4:00pm
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Patient Representa/PD044280

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary/trial period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/26/2025.

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-12 position you must have served 52 weeks at the GS-11. 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:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Planning, developing and evaluating the Patient Advocate Program, reviews patient advocates work, responds to patient complaints, communicates through phone calls, emails, and walk-in visits, enters data into the Patient Advocate Tracking System (PATS), collects aggregates, analyzes trends, and reports program data, directs work of staff, sets and adjust short and long term priorities, perform difficult and complex advisory, assistance, and coordination functions..

You will be rated on the following Competencies for this position:

• Communication
• Conflict Management
• Critical Thinking
• Manages and Organizes Information
• Manages Human Resources
• Teaching Others

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 work is sedentary in part involving writing at a desk, working at a computer terminal, conferring with others, and attending conferences, and meetings. Considerable standing and walking throughout the VACOHCS and the grounds of each CBOC is required. Driving or riding in a vehicle is also required on a routine basis to attend outside meetings, interviews, and special events. The incumbent must attend lengthy meetings, both during and after regular scheduled work hours. This involves a great deal of walking throughout the facility. In addition, the incumbent travels to events promote the Veteran Experience program. This involves carrying, lifting, and using display panels. Travel to other VA facilities could be required for meetings and education.

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/.

How you will be evaluated

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.

Narrative responses are not required at this time. 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 resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

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.