Patient Representative - Facility Patient Advocate

Description:

This position is located at the James Mountain Inhofe DVAMC serving as a Facility Patient Advocate responsible for coordinating complaint resolution by working with facility staff to help resolve issues and concerns and ensuring communication with patients about their experiences. Due to the diversity of patients, family and staff use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.

Requirements:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/20/2026.

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-09 position you must have served 52 weeks at the GS-097. For a GS-11 position you must have served 52 weeks at the GS-09.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.

You may qualify based on your experience and/or education as described below:
To qualify for this position at the GS-09 level, you must meet one of the following: Specialized Experience: You must have at least 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 you with the particular knowledge, skills, and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes:

1. Knowledge of providing customer service to patients;
2. Knowledge of assisting patients and staff with resolving problems or complaints;
3. Knowledge of assisting with identifying problem areas and suggesting solutions or alternatives;
4. Knowledge of explaining policies and procedures;
5. Knowledge of 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.
To qualify for this position at the GS-11 level, you must meet one of the following: Specialized Experience: You must have at least 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 you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes providing:

1. Knowledge of customer service to patients and staff with resolving problems or complaints;
2. Knowledge of identifying problem areas and suggesting solutions or alternatives;
3. Knowledge of explaining policies and procedures;
4. Knowledge of keeping accurate records and preparing reports and/or written correspondence;
5. Knowledge of 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 three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, or Ph.D., 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. 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/ .

Physical Requirements and Work Environment: The work includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality. Visits are routine to the units/clinics, as well as administrative offices in the Facility. This position may encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious.