Supervisory Patient Representative

Duties include but are not limited to:

• Independently managing complex sensitive or multi-service complaints; conducting fact-finding; coordinating responses; documenting outcomes; identifying unresolved barriers.
• Assigning work; managing workload; coaching and developing staff; evaluating performance; addressing employee issues; leading change or special projects.
• Applying VA/VHA/OPA and facility policy to cases and operations; protecting privacy; advising staff and leaders; implementing policy changes.
• Identifying root causes and recurring issues; developing corrective actions; leading improvement initiatives; measuring results and program evaluating.
• Preparing briefings and written products; communicating with Veterans families employees leaders and committees; facilitating difficult conversations.

Work Schedule: Monday through Friday 7:30am-4:00pm
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Patient Representative/PD93146O
Relocation/Recruitment Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved
Permanent Change of Station (PCS): Not authorized

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• 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 ( Effective May 7 2025 drivers 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 will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public 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.

To qualify for this position applicants must meet all requirements by the closing date of this announcement 10/30/2026.

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 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: patient advocacy complex resolution; direct supervisory experience knowledge of OPA VA VHA procedures patient rights and facility policies; data analysis program management communication; customer service de-escalation- front facing customer service role.

Preferred Experience: Because this is a supervisory patient advocacy position applicants should demonstrate substantive experience in the following critical areas: complex patient advocacy and complaint resolution; supervision team leadership or equivalent leadership responsibility; problem solving systems improvement or program evaluation. Approximately five to seven years of progressively responsible related experience is preferred; however the quality complexity scope and demonstrated results of the applicant experience will be considered.
Further government standards strongly recommend proficiency or the potential to develop proficiency in the competencies (accountability customer service decisiveness flexibility integrity/honesty interpersonal skills oral communication problem solving resilience and written communication) prior to entry into a supervisory position.

You will be rated on the following Competencies for this position:
Leadership and Supervision Communication Veteran and Customer Focus Critical Thinking and Problem Solving Data Analysis and Program Evaluation Organization 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 requires some physical effort such as standing walking bending or sitting. There are no special physical demands. The employee performs work in an office setting involving everyday risks or discomforts. Normal safety precautions are adequate.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at

Education

There is no educational substitution at this grade level.