Patient Representative

Veterans Health Administration - Department of Veterans Affairs

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/23/2023. Time-In-Grade Requirement: For a GS-11 position you must have served 52 weeks at the GS-9.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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: GS 11: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Aiding patients in understanding their rights in addition to their responsibilities; maintaining a work liaison with Veteran’s service organizations, community groups, and other entities whose interest is in helping and protecting Veterans, their families and their representatives; responsible for the patient representative/advocate program at the medical center and serves as an advisor to the customer service coordinator and executive leadership on issues concerning patient relations; working with clinical and administrative service chiefs and other health care providers throughout the medical center in preventing and resolving complaints/concerns from patients and family members of patients OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, 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: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 2 years graduate level. You will be rated on the following Competencies for this position: Analysis and Problem Solving Analytical Reasoning Communication Problem Solving Veteran and Customer Focus 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; religions; 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. Note: A full year of work is considered to be 35-40 hours of work per week. 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. Physical Requirements: The regular and recurring work of the position involves sitting at a desk, attending conferences, meetings, etc., and occasional visits to facility work sites. Occasional use of automobile and public conveyances may be required. Frequent use of telephone and auditory headsets are necessary. No special physical exertion is required. Physical demands include walking, standing, bending, carrying of light items such as medical records and occasionally assists with a wheelchair. For more information on these qualification standards, please visit the United States Office of Personnel Management’s website at
The Veterans Health Administration (VHA) has adopted the Office of Patient Advocacy Modernization Initiative which is a new model of organizing and consolidating essential patient advocacy functions and services to the Medical Center. This streamlined and focused approach moves VHA forward in its continuum of providing comprehensive, compassionate, and coordinated care to Veterans.