Lead Patient Representative

About the role

This position is located at the San Francisco VA Medical Center in San Francisco, CA, serving as the Facility Lead Patient Advocate. This position is a key point of contact for patients and staff and to work in collaboration with facility Patient Advocates on complex issues or complaints where use of tact, diplomacy, sound judgment, compassion, flexibility, and a good sense of humor are extremely important. To qualify for this position at the GS-12 level, you must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-11) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position as a Lead Patient Representative/Advocate. Qualifying specialized experience includes working directly with health care teams and management as a patient advocate to facilitate resolution to problems; ensuring patient advocacy goals, policy and requirements are met; collecting, analyzing, and evaluating relevant data; identifying existing or potential problem areas and suggesting solutions or alternatives; serving as a liaison between a medical facility, patients, and staff to ensure Patient Rights and Responsibilities, advocacy, and services are available. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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/. Physical Requirements and Work Environment: 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. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in touch with reality. Visits are routine to the units/clinics, as well as administrative offices in the Facility. This position may encounter patients with medically emergent needs/situations and illnesses/conditions that are considered infectious.

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