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Patient Representative
Category: Manufacturing
  • Your pay will be discussed at your interview

Job code: lhw-e0-85761738

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Veterans Affairs, Veterans Health Administration

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  Job posted:   Tue Mar 13, 2018
  Distance to work:   ? miles
  2 Views, 0 Applications  
Patient Representative
* Duties
## Duties
### Summary
As a Patient Representative with the Customer Service program of the VA Medical Center, incumbent serves as a Patient Advocate for the entire Medical Center, and all CBOC's assigned to the Oklahoma City VAMC.
Learn more about this agency
### Responsibilities
Duties include, but are not limited to:
* Works with healthcare providers and administrative support staff in preventing and resolving patient complaints.
* Interprets policies, procedures, and available resources/services to patients.
* Investigates complaints and grievances from patients or individuals on behalf of patients and initiates action or changes necessary to resolve problems.
* Uses knowledge of medical terminology to effectively review and interpret information contained in medical and administrative records.
* Analyzes data and identifies trends and patterns that create difficulty for patients, families, and staff.
* Maintains records of all patient inquiries.
* Serves as a member of/or resource for various committees which review patient care issues.
* Develops and provides in service education as necessary.
Work Schedule: Monday-Friday 0800-1630
Compressed/Flexible: Not available
Telework: Not available
Virtual: This is not a virtual position.
Position Description/PD#: /PD#7239-A
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required
### Travel Required
Not required
##### Supervisory status
##### Promotion Potential
* #### Job family (Series)
0301 Miscellaneous Administration And Program
* Requirements
## Requirements
### Conditions of Employment
* You must be a U.S. Citizen to apply for this job
* Designated and/or random drug testing may be required
* Selective Service Registration is required for males born after 12/31/1959
* You may be required to serve a probationary period
* Subject to background/security investigation
### Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/29/2018.
Specialized Experience:
GS-09: Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
* Experience advocating for patients and or handling patient complaints in a healthcare system.
* Public speaking in both large and small forums as single representative for Veterans Affairs Health Care.
* Experience with building new and established community partnerships.
* Functions independently in a variety of settings in facility and in community outreach.
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a masters or equivalent degree of 2 full years of progressively higher level graduate education leading to such a degree, or an LL.B or J.D., if related that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation.
Applicants may also combine education and experience to qualify at this level. You must possess equivalent combinations of successfully completed graduate level education (in excess of the first year or 18 semester hours) and specialized experience to meet total experience requirements. NOTE: If using education combined with specialized experience to qualify, a copy of your transcript is required.
GS-11: 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:
* Experience explaining program goals of both administration and clinical services in order to respond to concerns expressed by both the patients and their family members.
* Utilize analytical ability to review policies, identify problems and potential problem areas and suggest solutions or alternatives to existing procedures.
* Implement tracking, trend/analysis of data techniques in a clinical environment and monitor those techniques to provide continuous improvement of patient care.
* Experience in handling matters such as making determinations that require more advanced knowledge and/or making judgments to resolve problems and issues that are not routine.
* Serve as a point of contact for specialized program questions, responding to these inquiries while utilizing both electronic and in-person communications.
* Experience applying various conflict resolution techniques.
A Ph.D. or equivalent doctoral degree or three full years of progressively higher level graduate education leading to such a degree which provided the knowledge, skills, and abilities necessary to
successfully perform the work of a Patient Representative.
A combination of successfully completed graduate level education (as described above) and specialized experience (as described above) which may be used to meet total experience
requirements for Patient Representative. 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.
You will be rated on the following Competencies for this position:
* Analysis and Problem Solving
* Communication
* Customer Service
* Interpersonal Skills
* Veteran 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:**Include walking, standing, bending, carrying of light items such as medical records and occasionally assisting with a wheelchair. Requires emotional and mental stability.
### Education
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
**PLEASE NOTE**: 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 (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: All education claimed by applicants will be verified by the appointing agency accordingly. 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.
### Additional information
Selected applicants will be required to complete an online onboarding process.
The **Career Transition Assistance Plan** (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at -data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
**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.
**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.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
If you are unable to apply online view the following link for information regarding an Alternate Application.
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### How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
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.
Read more
### Background checks and security clearance
##### Security clearance
Public Trust - Background Investigation
* Required Documents
## Required Documents
To apply for this position, you must provide a complete Application Package which includes:
* Resume
* SF-50
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
* Cover Letter
* DD-214
* OF-306
* Other
* Other Veterans Document
* Resume
* SF-15
* SF-50
* Transcript
**Veterans' Preference:** When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. **Documentation is required to award preference.**For more information on Veterans' Preference, please visit
#### If you are relying on your education to meet qualification requirements:
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.
* Benefits
## Benefits
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
* How to Apply
## How to Apply
**All applicants are encouraged to apply online.**To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 03/29/2018 to receive consideration. To preview the questionnaire click
1. To begin, **click Apply Online** to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS 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 USA JOBS account, , select the Application Status link and then select the more information link for this position. The Application 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Read more
### Agency contact information
### Raymond Allen
##### Phone
(405) 456-5514
##### Email
##### Address
Oklahoma City VA Health Care System
921 Northeast 13th Street
Oklahoma City, OK
Learn more about this agency
### Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
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* Fair & Transparent
## Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
### Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
* Equal Employment Opportunity (EEO) for federal employees & job applicants
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### Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
* An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
* An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
* An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Read more
#### Legal and regulatory guidance
* Financial suitability
* Social security number request
* Privacy Act
* Signature and false statements
* Selective Service
* New employee probationary period
This job originated on For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.
*Open & closing dates:* 03/09/2018 to 03/29/2018
*Salary:* $50,598 to $79,586 per year
*Pay scale & grade:* GS 9 - 11
*Work schedule:* Full-Time
*Appointment type:* Permanent

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