Summary This position serves as a Patient Representative located within the Quality Management Department of the Pine Ridge Hosptial in Pine Ridge, SD. The incumbent will serve as a patient advocate who supports the interests of patients and provides a channel through which patients can seek solutions to problems, concerns or unfulfilled needs. The position reports to the Quality Management Director. Responsibilities Serves as a liaison and resource between patients, their families, visitors and the Outpatient, Inpatient and Emergency Department. Receives concerns and complaints from patients, their families or others regarding hospital care and other services provided. Coordinates efforts with hospital personnel, both professional and nonprofessional, in attempts to identify potential problem areas and seek solutions to problems. Works closely with the medical and nursing staff to coordinate discharge planning activities, explaining to patients when necessary, the continuing treatment required and local resources available upon their return home. Develops and maintains a sound working relationship/liaison with community resources Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. Measles and Rubella immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. COVID-19 vaccination is required for all selectees prior to entrance on duty. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. Duties require standing for long periods of time and walking to various areas within the hospital and other locations within the Pine Ridge Service Unit. You will need to set up direct deposit so we can pay you. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; religious; spiritual; community; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. MINIMUM QUALIFICATIONS: Your resume must demonstrate the following education and/or experience as outlined below for the grade level(s) you are applying to. Any specialized experience must be equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the tasks as identified. GS-07: One (1) year of specialized experience equivalent to at least the GS-05 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Working directly with resolving customer complaints and grievances; works closely with the medical and nursing staff to coordinate discharge planning activities; facilitates needed services with appropriate clinics, transportation and burial service arrangements for patients; maintains complete, accurate and timely records of all patient contacts. Or one (1) year of graduate level education that demonstrates the knowledge, skills and abilities necessary to do the work of the position. Or completion of a Bachelor's degree with Superior Academic Achievement. One of the following three needs to be met for Superior Academic Achievement: (1) Class Standing- upper third of the graduating class. (2) Grade-Point Average- 3.0 or higher out of a possible 4.0 as recorded on official transcript, or based on courses completed during final 2 years of curriculum; OR 3.5 or higher out of a possible 4.0 based on average of required courses completed in major, or required courses in major completed during the final 2 years of curriculum. (3) Honor Society Membership- election to membership in a national scholastic honor society. Or a combination of specialized experience and education. GS-09: One (1) year of specialized experience equivalent to at least the GS-07 grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Serves as a liaison and resource person between patients, their families, visitors; providing a channel through which patients can seek solutions to problems, concerns, and unfulfilled needs; coordinates efforts with hospital personnel, both professional and nonprofessional, in attempts to solve problems and identify potential problems areas; recommends modifications of hospital practices and policies that seem to cause repeated problems. Or completion of a Master's or equivalent graduate degree. Or two (2) full years of progressively higher level graduation education leading to such a degree Or LL.B. or J.D., if related. All education must demonstrate the knowledge, skills and abilities necessary to do the work of the position. Or a combination of specialized experience as described above and graduate education. Only graduate education in excess of the first year is creditable toward meeting the experience requirement when combining experience and education. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement. Education You may qualify for this position with education. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This position is being readvertised in order to solicit additional applicants. Applicants who previously applied need not reapply unless they would like to update their application. Per IHS policy (SGM 21-04) IHS selectees to positions located in Federally operated hospitals, health centers, and clinics must be fully vaccinated for COVID-19 before entry on duty or have IHS approve a medical or religious exemption. If an exemption is approved then wearing a face mask and regular testing for COVID-19 will be required. Your Human Resources Specialist will provide a list of documents acceptable as vaccination proof and instructions on how to submit your vaccination documentation or how to request a medical or religious exemption, if needed. Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is covered by a Bargaining Unit. This position has promotion potential to the GS-09 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.