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Job Title: Consumer Affairs Specialist
Company Name: Veterans Affairs, Veterans Health Administration
Location: Bay Pines, FL
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/11/2018
Job Categories: Agriculture, Forestry, & Fishing, Customer Service and Call Center, Finance/Economics, Healthcare, Practitioner and Technician, Human Resources, Medical, Nonprofit and Volunteer Services
Job Description
Consumer Affairs Specialist

Analyzes management techniques, styles and processes for improving organizational effectiveness.

Assists Medical Center leadership in forecasting requirements necessary to improve program functions, which meet both the needs of patients and staff.

Assists patients in understanding their rights in addition to their responsibilities.

Maintains a working liaison relationship with veteran's service organizations, community groups, and others whose interest is in assisting and protecting the rights of the veterans, their families, and their representatives.

Represents the Medical Center Director in safeguarding and ensuring ethical, statutory and constitutional rights of patients.
acts as liaison with offices of the Governor, Senate, Congressional, and VA Headquarters, both at the local and national level,
on a daily basis, represents the Director of the BPVAHCS when dealing with the patient's and family's concerns, issues, perceptions, and/or observations

knowledgeable in medical terminology and reviews patient medical records, from an advocate's perspective, collecting information in relation to their issue(s).

Attends morning report with the Pentad and apprises them of patient/family issues brought to the Advocate Department that could have a negative consequence to the Medical Center,

Assists patients, their families and representatives, and facility staff members

Serves as an "advocate" for patients throughout the Bay Pines VA Health Care System.

Serves, and functions independently, as the VISN 8 Patient Advocate Coordinator (VPAC).

Develops system-wide Customer Service program, plans, procedures and methodology.

Assumes responsibility for identification of customer service outcomes that can be improved and leads the performance improvement process to improve and/or sustain clinical and administrative outcomes.

Review any files or records, and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights



Work Schedule: Monday - Friday, 8 am to 4:30 pm
Telework: Not available
Virtual: This is not a virtual position.
Position Description/PD#: /PD: 10300
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2018.

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. 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.

You may qualify based on your experience and/or education 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.
  • Education: There is no education requirement at this level.
You will be rated on the following Competencies for this position:
  • Analysis and Problem Solving
  • Change Management
  • Conflict Management
  • Customer Service
  • Interpersonal Skills
  • Leadership
  • Organizational Awareness
  • Strategic Thinking
  • Veteran and Customer Focus


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.

None

To apply for this position, you must provide a complete Application Package which includes:

  • Resume


The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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
  • Other
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript


Federal employees MUST submit a copy of their most recent/latest SF-50 reflecting current grade/step and salary. If qualifying based on a previous grade held, you must include an SF-50 reflecting the qualifying grade, in addition to your most recent SF-50 showing your grade/step. (Required)
NOTE: An award or incentive SF-50 is not acceptable.


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 http://www.fedshirevets.gov/job/vetpref/index.aspx.
Qualifications & Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2018.

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. 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.

You may qualify based on your experience and/or education 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.
  • Education: There is no education requirement at this level.
You will be rated on the following Competencies for this position:
  • Analysis and Problem Solving
  • Change Management
  • Conflict Management
  • Customer Service
  • Interpersonal Skills
  • Leadership
  • Organizational Awareness
  • Strategic Thinking
  • Veteran and Customer Focus


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.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:Samantha.Portuondo@va.gov
Website:http://www.ecentralmetrics.com/url/?u=326811021000%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D350217
Company Description:

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