Summary
This Position is located at the Western North Carolina Veterans Affairs Medical Center, Charles George VA Medical Center (CGVAMC) within the Veterans Integrated Service Network 6 (VISN 2/Legacy VISN 6), Asheville NC, under the direction of the Assistant Director.
Duties
The Major Duties and Responsibilities of the Supervisory Patient Representative includes but is not limited to the following: Quality and Support The incumbent of this position coordinates and maintains active Service Level Advocates and Liaisons in each service line. Facilitate service specific knowledge, training, and build a cooperative atmosphere for communication between services and Patient Advocates Administrator, and Coordinator for the VEO SharePoint. to disseminate and continually update news, events and information concerning the Veteran Experience Program. Facilitate Veteran Communication resources, through publications, signage, electronic communication, Voice of the Veteran focus events, town halls, Veteran orientation, and other information staring tools utilized by WNCVAHS. Track and trend Veteran data from survey and feedback tools to identify perception trends. Make recommendations regarding methods, practices, and procedures to address problem resolution. Implement these recommendations and guide Service Lines through process improvement. Pull detailed data analysis and explain to Service Level leaders and leadership through written and verbal reporting structures in formal and informal meetings/committees. The incumbent of this position assists the Veteran Experience Officer (VEO) in conducting studies of employee/organizational efficiency and productivity to recommend changes or improvements in organization, staffing, work methods, training, communication, and procedures. Track, coordinate, and trend all training required by the Veteran Experience Office. Create and implement data tracking device to share within the organization that displays overdue trainingand ways to adhere to the training requirements. Analyze new or proposed legislation, regulations, directives, and operating procedures to determine impact on the Veteran Experience Program. Develop new or modified Veteran Experience policies, regulations, goals, or objectives to better the Patient Experience at the CGVAMC. Create, implement and communicate all compliments received from outside letters, congress, internal emails, compliment cards, and all other forms of communication as well as suggestions and achievements. Coordinate dissemination of the information to the medical center staff and leadership for enhancement of morale and employee engagement. Publicizes Veteran Experience programs within the CGVAMC and CBOCs via the VEO SharePoint, bulletin boards, flyers, and staff and/or Veteran activities. Liaison Duties This position will assist in providing coordination between VISN Veteran Experience Program Manager and the Western North Carolina Veteran Experience program. Provide advice to medical center leadership, patient representatives, facility committees and front-line staff in effective ways and behaviors that improve Veteran satisfaction. Work with key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of system problems that impede internal and external Veteran Experience Satisfaction. Coordinate and enforce special PATS documentation requirements, including but not limited to the Caregiver Support Program, Harassment Concerns, and Disruptive Behavior Appeals. Supervisory Duties This position plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work while providing final technical authority over the final work product. Develops and evaluates work performance and performance standards of subordinates. Audit PATS Cases for accuracy, abide by standards set by joint Commission and Veteran Experience Standard Operating Procedures. Give advice, counsel, or instruction to employees on both work and administrative matters. This position identifies developmental and training needs of employees, providing or arranging for needed development and training; Trains staff in customer service techniques and service recovery. Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees of the team with respect to technical and administrative matters. Performs other duties, as assigned. Work Schedule: M-F 0700 - 4:30pm Compressed Schedules: Shift Schedule could include a 9 hour compressed work schedule. Telework: This position may be authorized for Ad-Hoc telework only Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD044280
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 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
There is no educational substitution at this grade level.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. 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. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. 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. 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.