The Patient Relations Assistant position serves as an Ambassador for the Amarillo Veterans Affairs Health Care System. The position serves as the liaison between the patients and the staff of the Health Care System, as a patient experience greeter & tour guide, as well as a customer service assistant & concierge expert.

Duties

Duties may include but are not limited to: Explains the Health Care System's mission, policies, procedures and available services to Veterans and family members. 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. Provides information and guidance, helps Veterans navigate the Health Care System safely when needed. Assist patients in getting in and out of their vehicles, as necessary. Guides or escorts patients, family members, and visitors to their destination within the Health Care System. Proactively and routinely visits clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers and provide findings to the Experience Service. May serve as a member of the Experience Committee and/or provide observations on patient experience matters that should be considered actionable items to the committee to improve the Veteran's overall experience. Responsible for managing and maintaining the patient clothing closet. Track and trend requests for information, concerns, and suggestions presented. Support the donation program by as directed/requested by Voluntary Service. Work Schedule: Available tours of duty include: Monday-Friday; 7:00a.m. to 3:30p.m.; 7:30a.m. to 4:00p.m.; 8a.m. to 4:30p.m. These tours may be alternated with prior notice to meet mission needs. Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#:Patient Relations Assistant/PD00295A Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required This is a Bargaining Unit position.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/24/2023. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include, but are not limited to: Knowledge of Health Care System 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; 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 2 years of education above high school. (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 high school. (TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position: -Customer Service -Communication -Interpersonal Skills -Organizational Awareness 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: Moderate lifting, 15-44 pounds; Moderate carrying, 15-44 pounds; Pushing (6 hours); Walking (8 hours); Standing (8 hours); Operation of crane, truck, tractor, or motor vehicle; Hearing (aid may be permitted) 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: 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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]