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Patient Representative Post Program Manager Job in KANSAS CITY, MO

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Patient Representative Post Program Manager Job in KANSAS CITY, MO

Patient Representative Post Program Manager Job in KANSAS CITY, MO

Vacancy No. Department Veterans Affairs, Veterans Health Administration
Salary $60,487.00 to $78,630.00 Grade 11 to 11
Perm/Temp Permanent FT/PT Full-time
Open Date 10/2/2017 Close Date 10/20/2017
Who may apply Status Candidates

Job Description (Please follow all instructions carefully)


  • Open & closing dates

    10/02/2017 to 10/20/2017

  • Salary

    $60,487 to $78,630 per year

  • Pay scale & grade

    GS 11

  • Work schedule

    Full-Time - Full Time

  • Appointment type



1 vacancy in the following location:

Relocation expenses reimbursed


Announcement number


Control number


  • Duties



    OUR MISSION: To fulfill President Lincoln’s promise – “To care for him who shall have borne the battle, and for his widow, and his orphan” – by serving and honoring the men and women who are America’s Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    Kansas City VA is embarking on a journey of moving beyond performance measure and becoming the Healthcare System Veterans Trust and Choose.

    Our patients depend on us and we depend on professionals like you.

    If you are interested in being a part of a LEAN organization and putting other’s needs before your own this may be the organization for you. Yours might be the first face they see when they come through our doors. Yours might be the voice they hear right after a surprise diagnosis.  Yours might be the eyes they look into as they are pushed in a wheelchair to a frightening procedure.  Your attitude reflects us and everything we are proud of in this organization. By applying for this position you have chosen to help serve our patients and we appreciate you.

    With the initiation of cultural change, along with knowledge and tools for change, the Kansas City VA will continue to move towards a practice of continuous improvement.  In the endeavor, we recognize that this change will not occur suddenly, that dedicated individuals like yourself will be required, that leadership involvement is necessary, and employee engagement paramount.

    As a 157 bed medical, surgical, and psychiatric facility, the Kansas City VA provides comprehensive health care through primary care and tertiary care in subspecialty medicine, surgery, psychiatry, physical medicine and rehabilitation. It is also a teaching hospital affiliated with the University of Kansas and the University of Missouri Kansas City. Take a closer look at Kansas City at www.thinkkc.com.

    Learn more about this agency


    Organizational Location:

    This position is a Transition Patient Advocate. The position is assigned to the VISN office and is directly supervised by the facility level Program Manager for Operation Iraqi Freedom/Operation Enduring Freedom O(OIF/OEF) patients. The position is directly linked to the Office of the Network Director as concerns addressed by the advocate may require the involvement of multiple services, crossing broad organizational lines typically associated with a Medical Center.


    The incumbent serves as the Network Director's liaison between the medical centers, the patients, employees of the medical centers and the community regarding patients' rights and advocacy. As the liaison the patient advocate acts as a communicator, facilitator and problem solver. Administrative, organizational and educational skills will be utilized. Activities will cross all lines of authority and responsibility and encompass all medical centers, services within a medical center and throughout the VISN. Participation in related community activities will also be required. The Transition Patient Advocate will serve as the point of contact to assist transitioning Operation Iraqi Freedom/Operation Enduring Freedom (OIF/OEF) veterans and their families. As many of these veterans suffer from multiple complex health and mental health problems, including traumatic brain injury, amputations, burns, combat stress and posttraumatic stress disorder (PTSD) and this position is dedicated to ensuring severely injured service members and veterans have a personal advocate as they move through the VA system.

    Incumbent independently handles a wide range of difficult contacts and complex situations, including eligibility determination on all types of patients. As directed by the OIF/OEF Program Manager, contacts the gaining or appropriate nationwide VAMC facility for the given patient and transfers enrollment and clinical records as part of the transition assistant. Incumbent utilizes Appointment Management in VISTA and the Computerized Patient Record System (CPRS) on a routine basis to monitor appointment timeliness and ensure care is not lost to follow-up. The Patient Advocate is to act on behalf of the patient and on the family's behalf on a variety of questions and issues involving problem resolution and patient advocacy.

    Assists patients in understanding their rights in addition to their responsibilities. Incumbent is responsible for safeguarding and insuring statutory and constitutional rights of patients and protecting the patients from other kinds of system abuses.Develops rapport and maintains effective relations with medical center personnel at all levels, i.e., management, supervision, professional staff, technicians, administrative and clerical staff. Ability to communicate with individuals of different education, environmental, ethnic and cultural backgrounds is essential.

    Maintains close liaison with congressional office and responds to their staff directly on matters involving patient dissatisfaction. This relationship creates an atmosphere for resolution at an informal level before potential controversial issues are taken further.

    Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. Has the authority to review any files or records, and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights or which causes unnecessary discomfort or embarrassment to patients, their families, or the health care facility and reports such findings with recommendations for improvements to the facility Director. Has overall responsibility for the resolution of patient problems which arise. Serves as an "advocate" for assigned OIF/OEF patients throughout the facility. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Makes inquiry into patient complaints, initiates action, or changes necessary to correct problem situations, and reports on corrective measures taken. Acts as an advocate for patients using seasoned judgment to resolve problems.

    Compiles final reports of evaluation efforts. Participates in Network wide quarterly reports, assisting  in analyzing the data from a Network perspective for process improvement.

    Work Schedule: Monday - Friday 8:00am - 4:30pm

    PD #2254-O -  Patient Representative GS 0301 11

    Travel Required

    Occasional travel - Occasional travel to participate in related community activities may be required.

    Supervisory status


    Promotion Potential


    Who May Apply

    This job is open to…

    This announcement is open to current, permanent federal employees only.

    Questions? This job is open to 1 group.

  • Requirements
  • Required Documents
  • Benefits
  • How to Apply
  • Fair & Transparent

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/480856300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

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