The position serves as a Patient Relations Specialist for the STVHCS. The position is in alignment to the Concierge Services Supervisor. In fulfilling its responsibility to optimize the health and healing of every Veteran, the VA has embraced a patient-centered focus.

Duties

Major Duties: Independently develop, plan, manage, and coordinate the Patient Orientation program and will resolve any conflicts that may arise. Incumbent will establish feedback mechanisms from employee presenters and Veteran and family member attendees, will aggregate and analyze feedback, and make recommendations for Patient Orientation improvements. Responsible for the Service's Equipment and Inventory Listing. Responsible for the validity of inventory records or equipment use at or belonging to the Organizational Excellence Service throughout the Health Care System. Interpret the Health Care Center's mission, policies, procedures, and available services to Veterans and family members. Coordination and oversight of the Lost and Found Program. Responsible for planning, managing, and coordinating official functions, honors, and displays such as the Nation's Pledge of Allegiance recited at all Health Care System sites, and the proper display of the POW/MIA table at sites and events. Develop, design, plan, and coordinate all logistical support for the functions, displays, and orientations to include scheduling locations, menu planning, budget development, set up and clean up, drafting and production of printed materials, and scheduling attendees. Incumbent will oversee event set up and all services during the events, honors, and displays. Independently analyze the effectiveness, impact, and outreach of each event and make recommendations for improvement to existing events and for additional events on a reoccurring basis. Coordinates scheduling and management of Language Interpreter services for patients and family members, serving as a facilitator between staff members and patients and family members. Fosters a general culture of care and personally assists customers throughout the Health Care System. The incumbent makes a direct connection with Veterans and provides communication about VA services and new initiatives and programs and displays brand consistency. Through daily activities and interactions with patients and family members, incumbent will identify existing or potential problems and barriers to care. Incumbent will work with the Patient Experience Team to resolve problems or expedite service within established Health Care System policies. Orders general office supply and equipment support to meet the Concierge Services Section needs. Serve as a Contracting Officer's Representative (COR) for OES contracts and will assist the VISN 17 Contracting Officer in developing and awarding contracts to meet the Service needs. Perform work related to the practical and technical aspects of office administration including issues related to budgeting, supply management and purchasing, time keeping, and project tracking. Work Schedule: M-F 07:30- 16:00 Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Spec (PrgSp)/PD03893O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/08/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Specialized experience includes: develop, plan, manage and coordinate the Patient Orientation Program, resolve conflicts, manage the equipment and inventory listing, coordinate the lost and found program, planning and coordinating official functions, set up and service events, manage language interpreter services, excellent verbal and written communication skills, interact with patients and family members, orders general office supplies and equipment, act as Contracting Officers Representative (COR).OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. (TRANSCRIPT REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond one year of full-time graduate education. (TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position: Customer Service Communications Organizational Awareness Interpersonal Skills 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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]