Veterans Health Administration
Supervisory Patient Representative
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Summary
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/21/2026. 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. 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: Planning, developing and evaluating the Patient Advocate Program, reviews patient advocates work, responds to patient complaints, communicates through phone calls, emails, and walk-in visits, enters data into the Patient Advocate Tracking System (PATS), collects aggregates, analyzes trends, and reports program data, directs work of staff, sets and adjust short and long term priorities, perform difficult and complex advisory, assistance, and coordination functions.. You will be rated on the following Competencies for this position: Accountability Communication Conflict Management Critical Thinking Customer Service Decisiveness Flexibility Interpersonal Skills Manages and Organizes Information Manages Human Resources Problem Solving Resilience Teaching Others 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 is sedentary in part involving writing at a desk, working at a computer terminal, conferring with others, and attending conferences, and meetings. Considerable standing and walking throughout the VACOHCS and the grounds of each CBOC is required. Driving or riding in a vehicle is also required on a routine basis to attend outside meetings, interviews, and special events. The incumbent must attend lengthy meetings, both during and after regular scheduled work hours. This involves a great deal of walking throughout the facility. In addition, the incumbent travels to events promote the Veteran Experience program. This involves carrying, lifting, and using display panels. Travel to other VA facilities could be required for meetings and education. 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/.
Major Duties
The Major Duties and Responsibilities of the Supervisory Patient Representative includes but is not limited to the following: Quality and Support The incumbent of this position coordinates and maintains active Service Level Advocates and Liaisons in each service line. Facilitate service specific knowledge, training, and build a cooperative atmosphere for communication between services and Patient Advocates Administrator, and Coordinator for the VEO SharePoint. to disseminate and continually update news, events and information concerning the Veteran Experience Program. Facilitate Veteran Communication resources, through publications, signage, electronic communication, Voice of the Veteran focus events, town halls, Veteran orientation, and other information staring tools utilized by WNCVAHS. Track and trend Veteran data from survey and feedback tools to identify perception trends. Make recommendations regarding methods, practices, and procedures to address problem resolution. Implement these recommendations and guide Service Lines through process improvement. Pull detailed data analysis and explain to Service Level leaders and leadership through written and verbal reporting structures in formal and informal meetings/committees. The incumbent of this position assists the Veteran Experience Officer (VEO) in conducting studies of employee/organizational efficiency and productivity to recommend changes or improvements in organization, staffing, work methods, training, communication, and procedures. Track, coordinate, and trend all training required by the Veteran Experience Office. Create and implement data tracking device to share within the organization that displays overdue trainingand ways to adhere to the training requirements. Analyze new or proposed legislation, regulations, directives, and operating procedures to determine impact on the Veteran Experience Program. Develop new or modified Veteran Experience policies, regulations, goals, or objectives to better the Patient Experience at the CGVAMC. Create, implement and communicate all compliments received from outside letters, congress, internal emails, compliment cards, and all other forms of communication as well as suggestions and achievements. Coordinate dissemination of the information to the medical center staff and leadership for enhancement of morale and employee engagement. Publicizes Veteran Experience programs within the CGVAMC and CBOCs via the VEO SharePoint, bulletin boards, flyers, and staff and/or Veteran activities. Liaison Duties This position will assist in providing coordination between VISN Veteran Experience Program Manager and the Western North Carolina Veteran Experience program. Provide advice to medical center leadership, patient representatives, facility committees and front-line staff in effective ways and behaviors that improve Veteran satisfaction. Work with key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of system problems that impede internal and external Veteran Experience Satisfaction. Coordinate and enforce special PATS documentation requirements, including but not limited to the Caregiver Support Program, Harassment Concerns, and Disruptive Behavior Appeals. Supervisory Duties This position plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work while providing final technical authority over the final work product. Develops and evaluates work performance and performance standards of subordinates. Audit PATS Cases for accuracy, abide by standards set by joint Commission and Veteran Experience Standard Operating Procedures. Give advice, counsel, or instruction to employees on both work and administrative matters. This position identifies developmental and training needs of employees, providing or arranging for needed development and training; Trains staff in customer service techniques and service recovery. Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees of the team with respect to technical and administrative matters. Performs other duties, as assigned. Work Schedule: M-F 0700 - 4:30pm Compressed Schedules: Shift Schedule could include a 9 hour compressed work schedule. Telework: This position may be authorized for Ad-Hoc telework only Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Representative/PD044280
Requirements
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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's 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 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Required Documents
To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) Performance Appraisal Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old. Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/21/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13091314. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at: https://help.usajobs.gov/faq/application/documents/resume/page-limit https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.