Supervisory Patient Representative

U.S. Department of Veterans Affairs; San Diego (CA); On-site; USD 90,000 - 110,000; Full time

Job summary

U.S. Department of Veterans Affairs in San Diego, CA seeks a Supervisory Patient Representative to coordinate the Patient Advocate Program and the Veteran Experience Office.

The role leads facility-wide veteran experience initiatives, collects and analyzes data, educates staff, and implements changes to improve care and satisfaction. Responsibilities include policy development, reporting, and cross-functional collaboration to resolve complaints and drive continuous improvement across the

Qualifications

• GS-12 eligibility with one year of specialized experience equal to GS-11.
• Experience leading veteran experience initiatives and program improvement efforts.
• Ability to analyze data and present findings to leadership for action.

Responsibilities

• Develops policies for the Veteran Experience Office and related programs.
• Prepares reports and presentations for facility and network levels.
• Administers information systems to evaluate service quality for Veterans.
• Ensures timely, satisfactory resolution of complaints and concerns.
• Investigates complex patient cases with cross-team collaboration.
• Collects, analyzes, and reports program data to management and offices.
• Evaluates progress and uses data to improve operations.
• Implements methods to measure patient satisfaction outcomes.
• Participates in committees to improve Veteran experience.
• Advises employees on work-related matters and resolves minor grievances.

Skills

Accountability

Customer Service

Decisiveness

Flexibility

Interpersonal Skills

Problem Solving

Resilience

Job description

Summary

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.

Summary

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.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 09/25/2026. 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 problems with widespread impact; lead efforts to implements Veteran experience initiatives and facility-wide efforts; review completed evaluations - reports or recommendations for compatibility with organizational goals guidelines - and effectiveness in achieving intended objectives; ensure each complaint/concern is addressed expeditiously - and in a manner which results in a satisfactory or agreed upon resolution. You will be rated on the following Competencies for this position: Accountability Customer Service Decisiveness Flexibility Interpersonal Skills Problem Solving Resilience 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 regular and recurring work of the position involves sitting at a desk - conferences - meetings - and frequent rounds to patient care areas and facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required. Work is typically performed in an adequately lighted and climate controlled office and multiple locations at the medical facility. Frequent visits are necessary to wards - clinics and other areas of the medical center. Safety precautions are required. May require occasional travel. 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/.

Duties

• 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 Financial Disclosure Report: Not required