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Lead Patient Representative
Veterans Health Administration · Posted 1 days ago
Hybrid Orlando, FL $90K – $116K Apply by Sep 21, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ Healthcare
Apply for this job → About the Role
This position is located at the Orlando VA Healthcare System serving as the Facility Lead Patient Advocate. This position is a key point of contact for patients and staff and to work in collaboration with facility Patient Advocates on complex issues or complaints where use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important.
What You'll Do
- →Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients.
- →Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care.
- →Major duties and responsibilities include: Team Lead, Data Management and Process Improvement Leads the team and provides the day-to-day work direction, review, and distribution, balance, and adjustment of workload.
- →Monitors and reports on the progress of the team's work and provides updates to the supervisor.
- →Coaches and develops the team using appropriate tools and techniques to address a variety of issues and situations.
- →Oversees general administrative issues regarding subordinates' leave, scheduling, appointments, etc.
- →Provides the team formal and informal training information related to patient advocacy service, customer service, techniques, and resources needed to educate themselves.
- →Provides higher-level data management and analysis function for the Patient Advocate team.
- →Develops and maintains organizational dashboards and data sets.
- →Regularly produces cumulative reports which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement.
- →Complaint Resolution Leads and oversees the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture, and analysis of issues/complaints to make system improvements.
- →Works in collaboration with Patient Advocates, Service-Level Advocates (SLAs), and front-line staff to resolve complex issues that occur at the point of service or due to further investigation of the problem(s).
- →Addresses complaints and proactively explores all avenues to identify the nature and scope of the problems and initiates appropriate action to expedite resolutions.
- →Patient Advocate Representation and Relationship Management Serves as the liaison between the facility, patients, staff, and the community, ensuring Patients understand their rights, in addition to, their responsibilities.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the 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 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Personality Fit
Job ID: d2254bcc-246a-4ab1-8896-0eb443cf8a09
Posted via USAJobs