Registered Nurse, Patient Advocate
Department Of Veterans Affairs - North Chicago, IL

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Vacancy Identification Number (VIN): 839241

Tour of Duty: 0800-1630, Monday -Friday.

"To care for him who shall have borne the battle and for his widow and his orphan."

  • Abraham Lincoln
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 .

Would you like to be part of the first full integration of a Veteran's Affairs and Department of Defense/Department of the Navy facility? If you have a strong and proven background as a Registered Nurse-Patient Advocate , this may be just the challenge for you!

A professional registered nurse Patient Advocate operates under the professional standards and ethics of his/her profession that emphasize advocacy as a requirement of the vocation. It is the ultimate goal of any patient advocate to assist the patient in expressing his medical needs and wishes, getting those needs and wishes met and working to ensure a more seamless and smooth journey through the oftentimes rugged health care terrain. A Patient Advocate should possess excellent problem-solving ability, oral and written communication skills, sensitivity, compassion, good interviewing skills, tact when helping patients, and the ability to be non-judgmental or biased.

On October 1st, 2010, the North Chicago VA Medical Center integrated with the Naval Health Clinic, Great Lakes to form the Captain James A Lovell Federal Health Care Center (FHCC). The facility is located just 13 miles south of the Illinois/Wisconsin border approximately equidistant between Chicago and Milwaukee. Offering a choice of three international airports, the excitement of the 'Big City' with the beauty of the rural countryside, there are countless activities to engage a wide variety of personal hobbies and interests. The facility itself has opened a new parking structure and a new outpatient clinical addition. Serving inpatient, outpatient, and long term care patients including the unique populations of veterans, eligible military beneficiaries and their family members , the Captain James A Lovell Federal Health Care Center has a unique mission unlike any other facility in the United States.

For more information on the Department of Veterans Affairs, go to KEY REQUIREMENTS

U.S. Citizenship
Full unrestricted Licensure, Certification, or Registration required.
Must pass pre-employment examination.
Designated and/or Random Drug Testing required.
Background and/or Security Investigation required.

English Language Proficiency required. DUTIES:
Tour of Duty: 0800-1630, Monday -Friday.

The Patient Advocate executes position responsibilities that demonstrate leadership, experience, and creative approaches to management of complex client care within FHCC care program. The Society for Healthcare Consumer Advocacy of the American Hospital Association identifies nine areas of practice and knowledge as being crucial for the position of a patient and consumer advocate--patient rights, grievance and complaint management, patient satisfaction measurement, customer service, mediation/conflict negotiation, crisis intervention, data management and healthcare management. Concerning patient rights, an advocate should possess thorough knowledge and compliance with all federal and state laws, as well as the standards of regulatory agencies. Grievance and complaint management involves analyzing concerns and disputes and taking appropriate measures for resolution, while measuring satisfaction involves integrating tools and data to improve the way an advocate’s employer satisfies patients. Interpersonal communications build rapport among all concerned parties for the benefit of the patient, and customer service involves developing integrated customer service initiatives. Mediation and conflict negotiation is a vital component of a patient advocate’s day, as he/she intervenes in disharmonious relationships among the patient and others involved in the health care process. Crisis intervention involves managing chaotic situations for the benefit of the patient and family, while data management concerns gathering patient and other statistical information. The Patient Advocate utilizes all avenues of resources available to provide safe and efficient timely coordination of quality health care and services.

Major Duties and Responsibilities include the following:
• Acts to resolve problems or expedite necessary corrective measure relative to the customers’ inquiries/complaints in conjunction with the decentralized patient representatives [Customer Service Representatives (CSR)].
• Interprets the medical center’s purpose, philosophy, procedures, and services to the customer; represents the customer’s problems, opinions, and needs to the medical center administration.
• Assists veterans, DoD & their families, and hospital staff member in recognizing and removing institutional obstacles in providing high quality health care.
• Has authority to investigate all areas, files, record, etc., in the examination and evaluation of patient complaints. Reviews case files with reference to case merits and appropriate application of VA/DoD regulations. Determines need for additional information, independent fact-finding into incident, and plans approach to obtain this information.
• Through interviews, record reviews, and on-site visits, evaluates the customers’ concerns. Interviews are conducted to resolve complaints and, if indicated, to refer inquiries to appropriate CSR for problem resolution. Contact reports are made of each visit and forwarded, if necessary, for action by others.
• Analyzes comparative data to evaluate patient complaints in order to propose changes in medical center policies. Position requires skill in drawing appropriate conclusions from conflicting data, including determination of type and appropriate source of information. Makes appropriate recommendations to higher level authorities, considering a variety of conflicting interests and goals, for the benefit of quality patient care and agency policy.
• The individual must be able to accurately enter data into the Patient Advocate Tracking System (PATS), know how to retrieve data for monthly, quarterly, and specialty data reports
• Soliciting customer feedback through Service Recovery (SR), using Comping when indicated
• Participate in employee recognition and awards through programs developed by the Customer Service Department

***Relocation, retention, and/or recruitment bonuses are not authorized for this recruitment action*** QUALIFICATIONS REQUIRED:

Citizen of the United States. Graduate of a school of professional nursing approved by the appropriate State-accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The National League for Nursing Accrediting Commission (NLNAC) or The Commission on Collegiate Nursing Education (CCNE). Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. Must be proficient in spoken and written English.

Additional Requirements :
A Bachelor of Science in Nursing (BSN) or Bachelor's Degree in a health-care related field.

At least two (2) years of increasingly complex RN nursing practice experience.

Current certification in BLS.

Applicant's education and length of nursing practice (experience) will be considered by a Nurse Professional Standards Board in determining the grade and salary of the applicant selected. The recommended salary may be at any point in the range listed for this vacancy. Experience as a RN will be evaluated to determine if the experience is of an acceptable level of quality with regard to the following four dimensions of nursing: Practice, Professional Development, Collaboration and Scientific Inquiry. Each dimension of practice has criteria that demonstrate essential core competencies for VHA Nursing Personnel. The criteria are as follows: Practice: practice, ethics and resource utilization, Professional Development: performance, education/career development, Collaboration; collaboration, collegiality, Scientific Inquiry , quality of care, research.

FOREIGN EDUCATION To receive credit for education completed outside the United States toward an advanced grade by the Nurse Professional Standards Board (NPSB), you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. A DD-214 (Member Copy 4) or proof of service and/or letter validating service-connected disability must be submitted to validate preference claim. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit .

All applicants tentatively selected for VA/FHCC employment in a testing designed position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA/FHCC.

CONDITIONS OF EMPLOYMENT: (Failure to comply may be basis for withdrawal of an offer of employment or dismissal after appointment)

Applicants must be citizens of the United States, and be at least 16 years of age as of the closing date.
Applicants tentatively selected will be subject to a pre-employment medical screening.
New Appointees will be subject to a background investigation to determine suitability.
Male applicants born after December 31, 1959, must certify at the time of appointment that they have registered with the Selective Service system or are exempt for having to do so under Selective Service law.
Applicants will be denied employment consideration if listed on the Department of Health and Human Services (DHHS) Office of Inspector General Sanctions database.
Applicants selected for positions through this announcement will be subject to a two year probationary period. HOW YOU WILL BE EVALUATED:

Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome. BENEFITS:

Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life. For more information please visit us at . OTHER INFORMATION:
This position is in the Excepted Service and does not confer competitive status.

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The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...