Clarification from the agency

Open to current, permanent employees VA-wide. First area of consideration: Lexington VA Health Care System employees Second area of consideration: All other VA employees.

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Duties include but are not limited to:

• Manages the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements.
• Transcribe concerns into the Patient Advocate Tracking System - Replacement (PATS-R) using clear and concise writing skills.
• Assists patients in understanding the Clinical Appeal Process and how to proceed with a clinical appeal request for reconsideration.
• Assists Service Level Advocates and front-line staff in resolving issues that occur at the point of service.
• Provides assistance requested to ease the experience of the customer.
• Provides information about the organization, its functions, and activities.
• Receives, greets and directs callers over the telephone and in-person with precise clear instructions.
• Provides excellent customer service via the telephone and face-to-face simultaneously and ensures customers are greeted with respect and dignity.
• Represents the medical center management in safeguarding and ensuring ethical, statutory and constitutional rights of the patients.
• Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available.
• Identifies problem areas and develops methods to improve the functions of the program.
• Reviews appropriate documentation and records, and discusses with personnel or witnesses regarding any practice that appears to violate the patient's rights.
• Identifies and analyzes problems.
• Uses sound reasoning to arrive at conclusions.
• Distinguishes between relevant and irrelevant information to make logical judgements.
• Explores all avenues, crossing all avenues, crossing all lines of authority and responsibility within the medial facility when a complaint is identified.
• Identifies the nature and scope of the problem.
• Initiates appropriate action to expedite a resolution.
• Performs other duties as assigned.

Work Schedule: Monday through Friday; 8:00am-4:30pm
Telework: ADHOC. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Position Description/PD#: Program Specialist- Congressional Liaison/PD304970
Relocation/Recruitment Incentives: Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959
• 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 identification 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)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/08/2026.

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-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.

Applicants must submit documentation verifying that they meet time-in-grade requirements in accordance with federal regulations. Human Resources will not review or access official personnel records to determine eligibility if supporting documentation is not provided. Failure to submit required documentation will result in an ineligible rating.

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-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:

• Knowledge of Congressional Liaison programs and principles;
• Knowledge of regulations, policies and standards as it relates to official correspondence;
• Preparing correspondence, briefs, project papers, and reports;
• Organizing and delivering briefs to managers;
• Responding to inquiries by obtaining input from services and reviewing electronic health records;
• Skilled in variety of desktop publishing and other software to prepare reports and briefs;
• Able to communicate orally and in writing to prepare and deliver training and briefs;
• Knowledge of mission, organization, programs, strategic planning and requirements of health care organizations in general and the VA system in particular.

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-level graduate education leading to such a degree or LL.M., if related.

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

• Attention to Detail
• Communication
• Computer Skills
• Customer Service
• Customer Service (Clerical/Technical)
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork
• Telecommunications

Permanent Employee Status: If you are unsure if you have permanent employee status to be considered for this position, you can verify your status by referring to Box 24 on your most recent SF-50. The box must have a 1 or 2 in order to be considered for this position.

Basis for Selection: Selections for positions will be based on the objective evaluation of the candidates' total qualifications for the position. "Qualifications" means the combination of experience, training, education, skills, knowledge, abilities, personal characteristics, and merit factors deemed to be pertinent to successful performance.

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: Work is primarily sedentary but requires frequent walking in an office building environment and carrying papers, books, etc., to expedite responses. Critical or short deadlines, a great volume of incoming calls, and unpredictably heavy caseloads are causes for stress.

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.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.