Patient Representative (Facility Patient Advocate)

Summary Patient Advocacy within VA exists to ensure patient concerns are heard and addressed to improve the overall experience and quality of care for patients. This position covers a variety of difficult and/or complex patient concerns and issues with the goal of providing resolution. Effective, high-functioning Patient Advocacy is integral to fulfilling the goal of providing Veterans with world-class health care. Responsibilities Major duties and responsibilities include: Complaint Resolution Manages the facility Veteran Centered Complaint Resolution (VCCR) process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements Assists Service-Level Advocates (SLAs) and front-line staff in resolving issues and addressing more complex complaints Explores all avenues to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution Proactively identifies existing or potential problem areas an...