Summary This position, located at the Oklahoma City VA Health Care System, Patient Advocate Office, and covers a variety of difficult and/or complex patient concerns, issues, and contacts for the Facility with the goal of providing a resolution. Patient Representatives are primarily responsible for complaint resolution with service recovery, receiving compliments, and communicating with patients about their experiences of care. Responsibilities Major duties of this position includes but are not limited to: Manages the facility VCCR process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements Assists SLAs and front-line staff in resolving issues that occur at the point of service, while also addressing more complex complaints that were not able to be resolved at the point of service Explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope...