Patient Representative

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/23/2024. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a 9 position you must have served 52 weeks at the GS-7. 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: Specialized Experience GS-9: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing customer service to patients and staff with resolving problems or complaints; Implementing necessary corrective measures within facility policies; Collecting, analyzing, evaluating data and generating reports; Collaborating with staff to improve customer experience. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master’s or equivalent graduate degree. OR, 2 full years of progressively higher-level graduate education leading to such a degree. OR, Related LL.B. or J.D. 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 higher level graduate education. Specialized Experience GS-11: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing customer service to patients and staff with resolving problems or complaints; Implementing necessary corrective measures within facility policies; Collecting, analyzing, evaluating data and generating reports; Collaborating with staff to improve customer experience. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree. OR, 3 full years of progressively higher level graduate education leading to such a degree. OR, related LL.M. 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 higher level graduate education. You will be rated on the following Competencies for this position: Administration and Management Customer Service Decision Making Organizational Awareness 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 work includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. 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/.
The Raymond G Murphy Department of Veterans Affairs Medical Center is currently recruiting for two (2) Patient Representatives to work in the Office of the Director, Albuquerque, NM. The incumbent act on the patients and familys behalf on a variety of difficult and complex questions and issues involving problem resolution and patient advocacy.