Supervisory Patient Representative

Summary

The Dayton, Ohio Veterans Affairs Medical Center's Community and Public Relations Service is recruiting for a well-qualified Supervisory Patient Representative, functioning as the key driver and champion for developing, maintaining, and enhancing the local Patient Advocacy program.

Duties

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

Qualifications

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 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: 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 Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.