Job Listing
Social Worker - Patient Representative/Advocate
Veterans Health Administration · Posted 5 days ago
About the Role
The Patient Representative/Advocates are responsible for complaint resolution with service recovery, working with Service Line Advocates, to help resolve issues with the patients about their experiences of care. They collaborate with other facility staff in the creation, development, and implementation of initiatives and actions that improve patient experience. They serve as a resource to Veterans, their caregivers, and VA staff on general VA benefits and other entitlement programs.
What You'll Do
- →Major duties include, but are not limited to the following: Ensures that national VA patient advocacy program requirements are met by collecting, analyzing, and evaluating relevant data; and preparing meaningful reports based on that data.
- →Shares data results with leadership and implement changes affected by VA National programs.
- →Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems.
- →Receives and listens to complaints and grievances from patients or from individuals on behalf of patients.
- →Will assist Service Line Advocates (SLAs) and front-line staff in resolving issues that occur at the point of service.
- →Makes inquiries into patient complaints, initiates action or changes necessary to correct problem situations, and report on corrective measures taken.
- →Independently resolves the most difficult and complex problems, expedites services, and implements necessary corrective measures within established facility policies.
- →Reviews files, records, and consults with staff or witnesses about practices that may violate patient rights or cause unnecessary discomfort or embarrassment, then reports findings and improvement recommendations to the facility Director or management.
- →Assists with disclosure as needed.
- →The incumbent serves as a liaison between patients, staff, administration, family, and the community; by ensuring the needs of all customers are met appropriately and within the laws, regulations, and policies of the Veterans Health Administration.
- →The incumbent may investigate congressional inquiries made on behalf of patients and prepare written correspondence sent to staff assistants at the Congressional offices.
- →This correspondence may be prepared in collaboration with patient-care service lines, the Business Office, or other service lines to ensure the response is accurate.
- →The incumbent remains well informed of VA programs, policies, patients' rights and activities on national, regional, and local level.
- →The incumbent presents this information accurately to employees and the Veterans.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job.
- ✓Selective Service Registration is required for males born after 12/31/1959.
- ✓Must be proficient in written and spoken English.
- ✓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.
- ✓NOTE: The 2-page Resume requirement does not apply to this position.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- ✓Complete all application requirements detailed in the "Required Documents" section of this announcement.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1 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 trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Personality Fit
Job ID: f22687d0-5a8c-492d-931d-60fc36dd9ffc
Posted via USAJobs