The Patient Relations Assistant serves as a Program Support Assistant Guest Relations with primary duties and responsibilities supporting the Center for Development and Civic Engagement (CDCE) Office. The position is in Voluntary Service Section under the CDCE Officer.

Duties

*** Bargaining Position *** Serves as a greeter, working with volunteer greeters, to provide a consistent, exceptional patient experience that builds the trust and confidence of Veterans, their families, visitors and other stakeholders. Provides communication about VA services, location changes, and new initiatives and programs. Assist patients in getting in and out of their vehicles, as necessary. Will proactively and routinely visit clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers. Track and trend requests for information, concerns, and suggestions presented. Operates computer and photocopy machine to make copies of forms, letters, etc. distributes photocopy work as directed. Deliver ongoing customer service training to VA staff via face-to-face or computer-based mediums. Assist the Patient Advocate as needed. Performs general office support. Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. or 7:30 a.m. - 4:00 p.m. Telework: Not Available Virtual: This is not a virtual/remote position. Position Description/PD#: Patient Relations Assistant/PDHA740-00424-A Relocation/Recruitment Incentives: 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. You may qualify based on your experience and/or education as described below: GS-4 General Experience: You must have one year of general experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include: knowledge of health care policies, procedures, and regulations; ability to translate medical center policies and procedures and regulations in a manner to help respond to patients' requests for assistance; knowledge of patient rights; and, knowledge of medical terminology. NOTE: General experience includes progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successful completion of 2 years of education above high school. (Transcripts Required) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of general experience and education beyond high school. (Transcripts Required) Your resume will be reviewed for the following Competencies: Accountability Customer Service Interpersonal Skills Vehicle Operation 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: Required to stand and walk for prolonged periods of time along with sitting at computer for extended periods of time to perform work. May be required to push a wheelchair, bend or kneel to obtain information or assist patients. Carry light objects such as files, clipboards, medical records, etc. 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.

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

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.

Contacts

• Address VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]