Description du poste
This position serves as the Supervisory Patient Representative, with the San Diego VA Healthcare System. The position serves as the program coordinator and is administratively responsible for the Patient Advocate Program and Veteran Experience Office. This position serves as a key member of the facility-wide Veteran experience efforts and initiatives; collecting and analyzing data, identifying opportunities for improvement, educating staff, and implementing change.
PRINCIPALES MISSIONS :
Duties may include, but are not limited to: Develops policies and procedures for the Veteran Experience Office, Patient Advocate Program and facility-wide Veteran experience efforts. Prepares reports, statistics, and presentations for facility, Health Service Area (HSA), Veterans Integrated Service Network (VISN), and Central Office use. Administers information and analytical systems to evaluate and enhance the quality of services provided to Veterans, presenting concerns related to their health care received within the VA San Diego Healthcare System (VASDHS). Ensures that each complaint or concern is addressed expeditiously and in a manner that results in a satisfactory, mutually agreed-upon resolution. Investigates complex patient cases collaborating with services and staff across VASDHS. Collects, analyzes, and reports program data to local management and to the HSA, VISN, and Central Office, as requested. Evaluates program progress and outcomes and uses data to continuously modify and improve program operations and processes. Develops and implements methods for measuring the effectiveness of patient-satisfaction initiatives, using outcome evaluations to improve treatment services. Participates in facility-wide committees and workgroups focused on reviewing and improving Veteran experience. Provides advice, counsel, and instruction to employees on work-related and administrative matters. Acknowledges and resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher level supervisor or manager. Carries out Equal Employment Opportunity policies and program activities. Work Schedule: Monday - Friday, 7:30am-4:00pm Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD09858O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
QUALIFICATIONS REQUISES :
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/13/2026. 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-12 position you must have served 52 weeks at the GS-11. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: conducting briefing to executive leadership of potentially controversial findings, issues, or problem