4 Competencies/ resume

Job Title:  Patient Representative Department:  Department Of Veterans Affairs Agency:  Veterans Affairs, Veterans Health Administration

Job Announcement Number:  JP-16-KMR-1534210-BU

Knowledge Skills and Ability KSA’s

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Competency 1: Knowledge of patient rights and responsibilities in a health care setting to coordinate reviews of service process and patient rights/responsibilities program.

 The Patient Representative is a critical position in the office of the Deputy Director and the bearer holds the task of providing technical and administrative support. The job requires an understanding of the services and the overall orientation. The core competencies necessary to effectively manage the challenges associated with the occupation is the ability to institute proper investigations into complaints recorded by the customers. The investigation of the complaints further includes notifying the necessary services on the need for a given response to the complaints in order to address those best. In addition to working with the necessary services to develop actions to correct the situation, the position further entails the ability to report to the patients the measures taken to address a given complaint. At this point, it is further critical to monitor the effectiveness of the said measures. To sum up the complaint, competence in composing reports of patients, description and documentation of the complaints, and analysis of the data is critical to the task obligations.

Competency 2: Ability to assist and support patients with complex issues; often requiring coordination with various services in a Medical Center.

 The Patient Representative must further understand the significance of comprehending the institution’s mission, policies, procedures and the services available to the clients. This is necessary in order to render quality service to the patients. Furthermost, it is imperative understand the significance of appreciating the patients and acknowledging them as being important stakeholders in the whole establishment. In this regard, the need to nurture and maintain good relationships with the patients and other guests is paramount.

Maintaining records, interpreting the data, compilation of records and tracking the data in order to make critical decision-making is a key competence. The bearer must be detail-oriented, and demonstrate ability to keep the data of the patients in a safe, organized and logical manner. Well maintained data is critical for making decisions that include reporting on the progress. Documentation of the reports at the end of the terms, say annual or biannual, is a result of well-kept data and records. The significance of the reports is that it allows for the categorization of the various patient inquiries. Reporting further helps to make sense of the various aspects of the health organization

As stated above, the Patient Representative must provide the missing link in the organization, both technical and support. In the Consumer Affairs Office, addressing the core aspects of the medical process involves helping handle the immediate problem. In this regard, the incumbent must have the ability to handle patient will enable me assist in the facilitation of medical emergency treatment plans. Facilitating this process will require the proper gathering and provision of social, financial and the details pertaining to the medical history to the relevant staff.

Other critical competencies include the basic office keeping and record management. Maintaining correspondence with clients and other stakeholders include receiving and making calls, and the analysis of the information to be rendered. Office keeping includes managing the overall office requisitions and supplies that allow the health facility to gain critical resources in order to operate effectively. At the same time, overall flexibility in the line of duty is a critical competence that is needed in this kind of organization due to the diverse nature of tasks that need to be handled.

Competency 3: Ability to communicate orally with individuals from diverse backgrounds.

 Effective communication is vital to enhancing knowledge and understanding among individuals from different educational and socio-economic backgrounds. As a matter of fact, it is the key to ensuring that conflicting opinions are managed effectively and at the same time ensuring that conflicts are resolved amicably. My oral communication skills are excellent since I communicate in a tactful, courteous and respectful manner. For instance, in my previous job position, I was the primary liaison between the management division and the employees. My primary goal was to ensure that all the employees were well-informed of the benefits provided by the federal government.

Moreover, I communicate on a daily basis with groups and individuals from diverse backgrounds. Principally, my main objective is to be a proactive individual with regard to adequate employee follow up. In my communication, I strive to display professionalism, sympathy and empathy as it relates to the subject matter. By effectively communicating with employees, I facilitate the realization of conflict-free workgroups in the Veterans Affairs Administration Hospital so as to improve workplace civility.

Additionally, I can adequately deal with sensitive and controversial situations and issues. For example, as a human resource assistant, there was a raging conflict on employee vetting approach to use. I was in the center of this conflict and in order to resolve it, I presented my co-workers with the recommended guidelines for screening applicants.

Good communication skills are crucial requirements of a human resource specialist. My abilities to clearly communicate their ideas and findings orally, in written proposals and reports so as to aid the understanding of other people. Principally, the analysts should effectively communicate meaningful information about the details to business units and/or managers. Most significantly, they should keep the management and all the relevant departments informed of the status of projects and activities.

Moreover, I should ensure that regular communication occurs based on the needs of the project or the individual. When the information presented is unclear, they should elaborate and clarify communication to the level of the audience for the benefit of the intended audience by utilizing creative methods such as analogies and visuals to communicate complex ideas.

Verbal/written communication skills for the past 10 years, I’ve communicated with individuals at all levels of management/leadership in my Undergrad, Masters, and currently Doctoral Programs. In my present position, I handle frequent telephone calls, written and face-to-face inquire, and maintain continuous personal contact with a wide variety of individuals.  I am currently involved in work-related inquires to compose letters/reports, assisting customers with MyHealtheVet enrollment, and other duties as assigned. I establish and maintain the office administrative filing system in accordance with Agency and Departmental.

I strive for customer satisfaction by providing world class treatment to all in accordance to the VA missions.   I consistently communicate and treat customers (veterans, their representative, visitors and all VA staff) in a courteous, tactful, and respectful manner.  I provide the customers with reliable information according to established policies and procedures.  Although the knowledge offered is not limited to healthcare, my team building capability has grown tenfold. My conflict resolving skills have been of help in liaising with the healthcare authorities of various capacities and levels. I handle conflict and problems by dealing with the customer appropriately and constructively.

My Bachelor of Arts (Psychology) and Masters in Healthcare Administration degrees included coursework in healthcare, technical writing , and speech which has given me the foundation for effectively communicating with people from diverse backgrounds to meet the organizational goals of the department.

Through healthcare leadership transformation, execution, and people coincide with my personal statements we both seek to change leadership, develop interpersonal understanding, and became aware of the community around us. By providing quality care, being the hospital of choice, and thinking outside the box promotes solutions to problems that defy biological, genetic, or biochemical solutions. In order, to become effective organization you have to grasp the problems that demand new thinking, innovative approaches, and values one of which is the implementation of exceptional management.

Competency 4: Ability to coordinate, plan, set priorities, and establish deadlines to meet the goals of an organization

  t is the mandate of a Patient Representation to perform operations on a collected data with the view of generating a suitable report for use in decision-making. In this case, the person should gather, clean, organize, and perform standards without being bias. This should take place in an independent manner. Such data can critically benefit an organization, especially in achieving its objectives and targets. In most cases, the patient representative assist with evaluations to ascertain if it is working to achieve its target goals to full all patient needs and quality of healthcare services to all American Veterans. Therefore, the participants in such a setup must be well armed with the knowledge of data analysis by both use of manual and computer software.

I can effectively plan, organize and prioritize my assigned tasks based on their value and potential risks in order to ensure that I accomplish a number of deadlines. Basically, priority issues have a high value and have a greater risk if not completed on time. In order to accomplish this, I set a time planner with priority issues on top and with the less prioritized activities at the bottom. As a matter of fact, prioritization plays a key role in ensuring that issues of great importance are completed on time while the rest can be done later.