This position is organizationally aligned under the Office of Veterans Experience, Office of the Assistant Medical Center Director, Cincinnati VA Medical Center (539), Cincinnati, OH. The primary purpose of this position is to function as a patient advocate liaison, problem-solver, communicator, and facilitator for Veterans, their family members, representatives, employees, and Medical Center stakeholders. This position will be organizationally titled as the Patient Relations Assistant.

Duties

CUSTOMER SERVICE: As a Patient Relations Assistant, the employee serves as the point of contact, liaison, facilitator, and problem-solver to assist Veterans and their families. The Patient Relations Assistant greets and directs customers (including Veterans, their family members, staff, and other stakeholders) to appropriate services necessary for meeting their care-related needs. Primary duties also include assisting the Veterans Experience Officer to implement various strategies and programs to improve the overall Veteran experience within the hospital system, as well as compiling data and running reports for measuring the success of program implementation, and other data compilation requests as assigned. Program implementation includes Red Coat Ambassador Program, welcome center, clinic environmental improvements, employee new badge implementation and future projects. The incumbent provides limited support to the Patient Advocates by gathering the Veterans issue information, work on resolving the problem, unless it is a complicated issue then will defer to the patient advocates and documenting appropriately in the Patient Advocate Tracking System (PATS-R). The incumbent will assist the Patient Advocates in directing patients to the appropriate points of care/service. The Program Support Assistant will work on implementing program requirements and new initiatives as they arise, as well as creating and distributing information materials for Veterans, staff and other stakeholders. Incumbent will play a major role in coordinating new events such as Veterans Engagement Day which requires a high level of expertise in terms of communication, networking, and coordination of duties. At the guidance of the Veterans Experience Officer, the Patient Relations Assistant will also work with Medical Center Staff on special projects and assignments to assist in ensuring efficient and effective program and cultural transformation implementations. Provides input into the development and conducting of appropriate customer service surveys. Collects and analyses data relating to customer service and identify system problems relating to customer service/Veteran experience standards. Incumbent identifies appropriate office procedure and established guidelines for operations and develops procedures to foster efficiency in operations. DATA ANALYSIS: Prepares and monitors evaluation data, identifies discrepancies, makes corrections, and recommends a course of action to ensure accuracy and timeliness of future data input. Collects, analyzes, and evaluates data generated and produces meaningful reports based on that data regarding quality and customer service standards. Generates reports on the status and effectiveness of the medical center Veteran Experience program. The incumbent will also assist the Patient Advocates in PATS system as needed. The incumbent will produce documents, spreadsheets, maintain databases, and other office automation functions, including but not limited to running, processing, and maintaining forms, reports, correspondence, use electronic mail to meet the demands of the section and requests of services supported. The incumbent is responsible for obtaining, organizing, filing, scanning, and retrieving reports, correspondence, and numerical data for use in preparing reports, briefings, and presentations, analyzing Patient Satisfaction/Experience results to determine potential areas for improvement, as well as making recommendations to correct potential problem areas and to improve coordination between the various Sections and Services. Incumbent will be coordinating subcommittees with various services to guide participants on better opportunities to increase improve the Veteran Experience. Incumbent will prepare reports that analyze trends and aid in the facilitation of implementing best practices and quality management methods following cultural transformation models. The Patient Relations Assistant will implement and maintain initial program requirements, as well new initiatives that are required by the Medical Center, VA Central Office or other approved cultural transformation entities. Incumbent will compile data regarding areas in which improvements to customer service, environmental change and process quality can be made. Incumbent will coordinate meetings within services to discuss their Patient Satisfaction results with guidance from the VEO and provide an enhanced proposal on how the service could get better scores through analysis of the data. Work Schedule: Monday through Friday, 7:00am to 4:30pm Position Description Title/PD#: Program Support Assistant (Patient Relations Assistant)/PD914680 Physical Requirements: The work is generally sedentary but may involve standing for extended periods, walking to various areas throughout the facility, assisting Veterans to wheelchairs and pushing them to their destination, as well as carrying items such as reports and manuals.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-6 grade level: One year of specialized experience (equivalent to the GS-6 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: - Greets and directs customers (including Veterans, their family members, staff, and other stakeholders) to appropriate services necessary for meeting their care-related needs. - Assist the Veterans Experience Officer to implement various strategies and programs to improve the overall Veteran experience within the hospital system. - Prepare, compile and monitor data and produce reports for measuring the success and effectiveness of program implementation. - Program implementation including Red Coat Ambassador Program, welcome center, clinic environmental improvements, employee new badge implementation and future projects. 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.

Education

There is no educational substitution for the GS-6 level.

Contacts

• Address Cincinnati VA Medical Center 3200 Vine Street Cincinnati, OH 45220 US
• Name: Amanda Flores
• Phone: 260-249-9438
• Email: [email protected]