Supervisory Program Specialist - Veterans Affairs, Veterans Health Administration

Summary Employee will serve as a Supervisory Program Specialist - Supervisory Patient Advocate in the Office of the Assistant Medical Center Director located at the Veterans Healthcare System in Miami, FL. Responsibilities *THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION* The primary purpose of this position is to serve as Supervisor of the Patient Representatives and Patient Relations staff responsible for the organization, planning, integrity and evaluation of the Patient Advocate and Patient Relations programs. Duties will include, but may not be limited to the following: Liaisons between medical facility, the patients, employees, Congressional staff, the community, and others whose interest is to help and protect patients, their families, and their representatives regarding patient rights. Participation in related community activities required. Communicates with individuals of different educat6ion, environmental, and cultural backgrounds is essential. When a problem or complaint is identified, explores all avenues to determine the nature and scope of the problem, and initiates action to expedite a resolution. Handles a wide range of difficult contacts and complex situations that contribute to or cause an atmosphere for patient dissatisfaction. Makes recommendations for changes that reduce or eliminate justified complaints. Acts on behalf of the patient and their family, on problem resolution to and remove institutional obstacles to provide optimum quality health care (e.g., benefits, entitlements, healthcare eligibility, etc.) Reviews files and records and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights or causes unnecessary discomforts or embarrassment. Acts on behalf of the facility Director to resolve problems, expedite services, or implement where appropriate, through committee participation. Plays a critical support role in developing and coordinating internal review systems to assure that both clinical and administrative activities follow agency and accrediting and regulatory requirements of patient rights and responsibilities. Serves as a quality assurance specialist, prepares, and monitors evaluation data, identifies discrepancies, makes corrections, and recommends courses of action to assure accuracy and timeliness of future data input; collects, analyzes, and evaluates data generated and produces meaningful reports on the status and effectiveness of the patient advocacy program. Documents findings after thorough analysis of data to identify trends and patterns and compiles data for inclusion in comprehensive analysis; monitors action items to promote satisfactory progress towards remedy. Supervisory: Provides administrative guidance and technical direction for accomplishing the work of the sections; ensures work assignments of employees in the section are carried out. Coaches and provides advice on work methods, practices, and procedures. Provides or arranges for administrative or technical training of staff needs. Performs other duties as necessary. Work Schedule: Monday-Friday, 8:00am - 4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job 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 Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications SPECIALIZED EXPERIENCE: Oe full year of specialized experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level (GS-11) in the normal line of progression for the occupation in the organization. Specialized experience with implementation of customer service programs. Knowledge of data management and drill down to effect change; Innovative in implementation of new ways of capturing data and root cause analysis; Well versed in quality metrics, and implementation of quality programs to impact customer satisfaction. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Accountability Customer Service Leadership Problem Solving IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: Employee primarily works in an office setting, sitting, working on a computer at a desk, and answering phone calls. Additionally, significant walking may be required when contacting patients or meeting with various stakeholders throughout the facility. As the supervisor of the patient relations program, will on occasion assist in covering duties which may require being able to push patient in wheelchairs to/from appointments and assist patients into their mode of transportation. 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/. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. There is no educational substitution at this grade level. NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov). Additional Information This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.