Veteran Patient advocate- this is a self-assessment based on the job description:
Based on the Job description please briefly send the self-assessment after each function/job description: at least a strong two Paragraph for each
Functions as the assistant to the Patient Advocate
b. Develops and maintains effective interpersonal relationships with trainees, staff, and management across the Health Care System. Models appropriate and effective communication, cognizant of the need to modify methods of communication depending on response (or lack thereof) from others. Receives no more than 3 complaints regarding interpersonal effectiveness during this rating period.
c. Manages contacts at the Patient Advocate desk in compliance with the established standard work for on and off desk duties.
d. Performs program analyst functions for the Patient Advocacy Program. Providing the Program Manager with analysis of data on a quarterly basis to review for trends in complaints and/or departments.
e. Performs clerical and technical support to the Patient Advocacy Program. Ensures that the Patient Advocate Tracking System-Replacement(PATS-R)is used for tracking of all contacts (phone calls, voice mails, walk-ins, emails, referrals, etc.) in the Patient Advocate Office.
f. Coordinates and processes letters thanking staff from patient and/or family complaints. All written correspondences are professional, thorough, and free of grammar and spelling errors (using approved templates as applicable). Meets assigned deadlines. No more than 3 spelling/grammar errors during the evaluation period.
g. Responds to technical questions regarding patient services or seeks out the appropriate service to provide resources to Veterans and their families. Serves as a resource for Service Level Advocates and other staff members.
h. Completes entries in the Patient Advocate Tracking System Replacement(PATS-R) timely. No more than 3 late entries in the Patient Advocate Tracking System Replacement (PATS-R)during the evaluation period. Patient Advocate Tracking System Replacement (PATS-R)is expected to be updated or closed within 7 days of entry.
i. Contributes new or modifies standard work as necessary for ongoing improvements in the Patient Advocacy Program.
Final review for doing exceptional work self-assessment: this is a real scenario so please do your best to describe and brand as a veteran Patient advocate based on the above criteria at least
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2, a. Performs work involving the collection, compilation, research, and/or tracking of data and statistical information in support of the Patient Advocate Program operations.
b/ Prepares, executes, and/or tracks program specific information, such as FOIA requests, congressional inquiries, and other correspondences.
c. Assists in the planning, review, and reporting of data/statistical results of program/project studies.
d. Establishes protocols for incoming data, organizes and retrieves computerized data sets. Performs analysis of the data and generates a variety of reports.
e. Enters the patients complaints into the National Patient Advocate Tracking System Replacement(PATS-R) and the Inquiry Routing & Information Systems (IRIS) monitoring for follow-up and closing out encounters timely. No more than 3 late close outs in the Patient Advocate Tracking System-Replacement(PATS-R). Patient Advocate Tracking System is expected to be updated or closed within 7 days of entry.
Final review based on the above description self-assessment:
Examples I was able to close cases from one day to seven day within the given time at most, I was able to ENTER cases from V-signal resolved cases that has been unable to be resolved by other advocates
3, a. Meets and responds to questions from patients, family members, and staff concerning complex questions involving a range of issues and services.
b. Researches problems and/or reviews issues and request related to information regarding provisions for medical care, eligibility, etc., clarify issues and evaluates the need for additional information.
c. Provides advice regarding VHA regulations and local policies and procedures in a courteous and professional manner.
d. Resolves patient and family complaints effectively including feedback on the resolution of issues. Follow-up is completed within 7 days of receiving complaint or issue. If the issue cannot be resolved within 7 days, a status update will be provided to Veterans and/or their families within 7 days of receiving the complaint or issue. No more than 3 incidents of late follow-up beyond the 7 day period during this rating period.
e. Responds to telephone and paper contacts received directly by the Patient Advocate program, the Director’s office or through the Patient Satisfaction Program within 24 hours of receipt during normal business hours Monday-Friday.
f. Completes suspense’s from Congressional inquiries with the Director’s Office within the due date. No more than 2 incidents of failure to meet the deadline within evaluation period.
Final review for exceptional work self-assessment:
4,
Description*
Routinely identifies the customer’s situation properly and performs the tasks required to resolve the customer’s questions/issues accurately and in a timely manner. Follows up as necessary to ensure a satisfactory resolution. Consistently responds to customer requests for assistance promptly and in a friendly and professional manner. Listens to customer feedback, positive and/or negative, and acts to resolve matters/situations within his/her control. Questions/issues not within the employee’s control are referred in a timely manner to appropriate staff able to assist with the situation. Meets customer expectations in most cases as determined through established customer surveys or other appropriate feedback systems.
Title*
All Employees: Customer Service (Critical Element)
Type
Critical
5, Description*
Routinely identifies the customer’s situation properly and performs the tasks required to resolve the customer’s questions/issues accurately and in a timely manner. Follows up as necessary to ensure a satisfactory resolution. Consistently responds to customer requests for assistance promptly and in a friendly and professional manner. Listens to customer feedback, positive and/or negative, and acts to resolve matters/situations within his/her control. Questions/issues not within the employee’s control are referred in a timely manner to appropriate staff able to assist with the situation. Meets customer expectations in most cases as determined through established customer surveys or other appropriate feedback systems.
Final Review for exceptional self-assessment:
___________________
Element Standards*
Title Description Action
Customer Service (Critical Element for All Employees)
In most instances, provides verbal and/or written information in a timely manner to customers that is thorough and correct, using clear and precise communication methods to ensure customers understand. Consistently communicates with customers in a courteous, tactful, and helpful manner that is responsive to the customers needs.
Professional relationships with supervisors, co-workers, and others in the organization are consistently courteous and cooperative in nature and, overall, contribute to the effective operations of the workplace and the development of a collaborative working relationship. In most instances, demonstrates the ability to adjust to change or work pressure in a pleasant and constructive manner; handles differences of opinion in a businesslike fashion; and functions as an effective team member through active participation in working towards team objectives and assisting in the group effort whenever and wherever possible.
In all instances, answers incoming phone calls using the Veterans Affairs Palo Alto Health Care System (VAPAHCS) standardized model. Answers the phone by stating name and department, asks if there is anything further that can be done before ending the phone call, thanks the caller before ending each phone call, and if a transfer of a phone call is needed, conducts a warm transfer. A warm transfer includes: informing the caller of the name and extension of whom the caller will be transferred to; pressing the transfer button; staying on the line until someone answers the call; informing the receiver of the phone call who is on the line; and pressing the connect button to conclude the transfer.
Final review for exceptional work self-assessment:
6, The incumbent assesses compliance with The Joint Commission (TJC) and other program review criteria that govern service and ensure that requirements are in place and functioning properly as evidenced by both internal and external reviews. The incumbent demonstrates participation and knowledge in the facility’s Compliance and Business Integrity Program to prevent violations of the law as well as maintain high ethical standards.
Final review for self-assessment:
7,
Title Description Action
Confidentiality and Security (for all employees)
Maintains information resource management security at all times. Incumbent accepts full responsibility for all transactions under his/her access/verify codes, and protection of
equipment, hardware and software. Uses access security code(s) only in the performance of official duties. Accepts full responsibility for protecting electronic and printed files
containing sensitive information. Protects information from unauthorized release, loss, alteration or deletion, following applicable regulations and instructions in the computer access agreement
Final review of Self-assessment:
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