Patient Representative - Veterans Experience Coordinator

Patient Representative - Veterans Experience Coordinator

Department: Department of Veterans Affairs

Location(s): Tuscaloosa, Alabama

Salary Range: $74678 - $97087 Per Year

Job Summary: This position is located at the Department of Veteran Affairs (VA) Medical Center, Tuscaloosa, AL. The incumbent partners with staff at all levels throughout the Tuscaloosa VAMC to develop strategies to improve service to stakeholders. This position requires a mastery of a wide range of qualitative and quantitative methods for the development, maintenance, and strategic management of the facility's journey to the optimal Veterans experience.

Major Duties:

• Major duties and responsibilities include, but are not limited to: Coordinates Veterans' Experience Program, analyzes patient satisfaction data to help inform staff and management on customer service improvement initiatives. Leads and coordinates customer focus groups and provide training on education and ongoing updates regarding patient experience issues. The incumbent coordinates the Veteran's Experience Program in areas related to Patient Centered Care, Veteran's Experience/Customer Service, and Patient Advocacy. This includes serving as advising staff member and resource to other Veteran's Experience/Customer Service such as Service Line Advocates/Patient Advocates and other medical center staff. Chair or Co-Chair of the Veterans Experience/Office of Patient Advocacy committee. Providing technical support for the ongoing improvement and deployment of an interdisciplinary integrated Veteran's Experience/Customer Service Program focused on ensuring optimal patient and employee satisfaction and patient advocacy throughout the medical center. Ensuring all medical center communications and correspondence related to customer service inquiries are addressed timely, professionally, and exemplifying patient-centeredness. Serves as an advocate for patients throughout the facility. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Makes inquiries into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken. The incumbent implements and maintains various customer service databases (e.g., Survey of Healthcare Experiences of Patients, V-Signals), identifies trends and patterns in data, assures the timely resolution of patient and family complaints, and identifies and participates in the identification and correction of system issues. The incumbent may be called upon to develop contract requirements and statements of work related to contracts to improve or monitor customer satisfaction and PCC or related issues. Incumbent may serve as Contracting Officer Representative (COR) for associated contracts. Acts as an advocate for patients to resolve problems. Enters compliments and complaints into the Patient Advocate Tracking System (PATS). Prepares and oversee the preparation of written communication that are clear, concise, and complete and requires minimal revisions of content and forms on issues assigned. Investigate administrative problems in patient care, analyses customer feedback data and survey results and develops specific processes, information materials, programs, training modules, program policies and internal communication. The purpose of the incumbent work is to perform difficult and complex advisory, assistance, and coordination functions, serving as a liaison between facility top management, service chiefs, Service Level Advocates (SLAs), Patient Advocate, case managers, Veterans and other stakeholders within and outside of the medical center. Ability to communicate orally and in writing on technical and non-technical issues. Implement and maintain customer service databases. Work Schedule: Full-Time, Monday-Friday, 7:30am-4:00pm. Subject to change based on the agency need. Compressed/Flexible: Not Authorized. Telework: Not Authorized. Remote: This is not a remote position. Virtual: This is not a virtual position. Position Description/PD#:PD679-80869-0Patient Representative - Veterans Experience Coordinator Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/04/2026. Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Patient Representative/Advocate. Qualifying specialized experience includes providing customer service to patients and staff with resolving problems or complaints; identifying problem areas and suggesting solutions or alternatives; explaining policies and procedures; keeping accurate records and preparing reports and/or written correspondence; collaborating with facility staff to improve the patient experience. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. ~OR~ Education: Successfully completed three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, or Ph.D., or equivalent doctoral degree in the related field of the position to be filled. The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ Combination: Combinations of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do to the work of this position. Note: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume. 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.. 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/. Physical Requirements: The work is primarily sedentary although some walking, standing, and bending may be required during presentations, and visits, and tours of the Medical Center and off-site events. Sufficient mobility to stage equipment and other materials as needed, The incumbent must have a valid driver's license to visit other sites and participate in off-site activities. Flexibility is required to accommodate events and activities occurring during other than normal business hours. In addition, incumbent must be able to function in high pressure environments and effectively address multiple competing priorities, frequently involving difficult problem resolution and dissatisfied customers.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12932148. The application process is as follows: 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. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 04/27/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.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

Application Deadline: 2026-05-04