About this role
Job SummaryThe VA Northeast Ohio Healthcare System is recruiting for an Patient Representative. The Patient Representative will function in Community Outpatient Services.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/14/2026. 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 GS-09 position you must have served 52 weeks at the GS-07. 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.
Major DutiesWork Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. Virtual: This is not a virtual position. Position Description/PD#: Patient Representative/PD31605A Coordinates patient complaints information integrates data into quarterly reports and generates data from the computerized tracking package as requested. Responsible for all patients concerns, issues and contacts for the VA Northeast Ohio Healthcare System and CBOC. Developing and coordinating internal review system to assure that both clinical and administrative activities are in compliance with agency and accrediting and regulatory requirements especially as they pertain to Patient Rights and Responsibilities. Understands fundamental problems and able to develop solutions logically and systematically Provides a channel through which patients can seek solutions to problems, concerns and unmet needs. Works with healthcare providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. May assist with congressional and/or patient inquiry letters as requested by the office of the Director. Interprets the medical center mission, policies, procedures and available resource/services to the patient and present the patient problems, opinions and need to appropriate staff and management. Assist patients in understanding their rights in addition to their responsibilities. Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies.RequirementsYou must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 may be required to serve a 1-year probationary 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.