Social Worker - Patient Representative/Advocate

Department of Veterans Affairs

The Patient Representative/Advocates are responsible for complaint resolution with service recovery, working with Service Line Advocates, to help resolve issues with the patients about their experiences of care. They collaborate with other facility staff in the creation, development, and implementation of initiatives and actions that improve patient experience. They serve as a resource to Veterans, their caregivers, and VA staff on general VA benefits and other entitlement programs.

• Major duties include, but are not limited to the following: Ensures that national VA patient advocacy program requirements are met by collecting, analyzing, and evaluating relevant data; and preparing meaningful reports based on that data. Shares data results with leadership and implement changes affected by VA National programs. Identifies existing or potential problem areas and suggests solutions or alternatives to existing procedures which contribute to these problems. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Will assist Service Line Advocates (SLAs) and front-line staff in resolving issues that occur at the point of service. Makes inquiries into patient complaints, initiates action or changes necessary to correct problem situations, and report on corrective measures taken. Independently resolves the most difficult and complex problems, expedites services, and implements necessary corrective measures within established facility policies. Reviews files, records, and consults with staff or witnesses about practices that may violate patient rights or cause unnecessary discomfort or embarrassment, then reports findings and improvement recommendations to the facility Director or management. Assists with disclosure as needed. The incumbent serves as a liaison between patients, staff, administration, family, and the community; by ensuring the needs of all customers are met appropriately and within the laws, regulations, and policies of the Veterans Health Administration. The incumbent may investigate congressional inquiries made on behalf of patients and prepare written correspondence sent to staff assistants at the Congressional offices. This correspondence may be prepared in collaboration with patient-care service lines, the Business Office, or other service lines to ensure the response is accurate. The incumbent remains well informed of VA programs, policies, patients' rights and activities on national, regional, and local level. The incumbent presents this information accurately to employees and the Veterans. Informs patients of their rights and responsibilities regarding their treatment and health care while at VA Central Iowa. Represents the facility in safeguarding and ensuring ethical, statutory and constitutional rights of patients. Assists patients, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans. Maintains a working liaison with Veterans' service organizations, community groups, and others whose interests are in helping and protecting Veterans, their families and their representatives. Responsible for making sure patient complaints and compliments are entered into Patient Advocate data entry system or other systems in use by the Patient Advocates Office. Responsible for various patient survey data that requires facility action through direct community or coordination with service line. Will serve or be available to meet with, as needed, on various committees that review patient care and issues of quality improvement to best serve the Veterans. Interfaces with various committees to resolve problems, assist with program planning, and identify opportunities for improvement. Ability to distinguish between causes and effects, analyze fundamental problems, and develop solutions logically and systematically. Will assist SLAs and front-line staff in resolving issues that occur at the point of service Total Rewards of a Allied Health Professional Work Schedule: Compressed/Flexible: Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Eligible Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized

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