The Supervisory Patient Relations Assistant position serves as the Ambassador Services Supervisor for the South Texas Veterans Health Care System (STVHCS) in Organizational Experience Service located in San Antonio, Texas. The position(s) may be located at any of the following locations within San Antonio Texas: Audie L. Murphy VAMC, Balcony Heights OPC, Data Point Clinic, Frank Tejeda OPC, North Bexar OPC, North Central Federal Clinic, Shavano Park OPC, South Bexar OPC.

Duties

Responsible for supervising the activities and staff of the Ambassador Services for all Veteran enrollees. Provides information and training to staff designed to enhance the quality of services provided to Veterans accessing care throughout the Health Care System. Ensures the patient's needs, and those of their family members, are anticipated and met from the time of arrival at the Health Care Facility to the departure from our grounds, to include coordinating parking lot shuttle cart rides, wheelchair escort throughout the facility, visitor greeting, wayfinding, and problem resolution. Oversees and manage patients' hospital experience by proactively helping patients navigate, physically and experientially, the complex array of services and physical layout of the Health Care System. Technical and administrative supervision to the Lead Patient Relations Assistants and Patient Relations Assistants (Red Coat Ambassadors). Evaluates work performance, selects candidates for positions of subordinates. Works with program managers in meeting affirmative action goals, and enforcing the Equal Employment Opportunity (EEO) Program. Work Schedule: M-F Daytime; based off the need for the Agency. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Relations Assistant/PD03956A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): 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, 09/27/2023. 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-07 position you must have served 52 weeks at the GS-06. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: (1) Conducting analyses of functions and work processes and providing specific recommendations to improve the patient experience and remove barriers to accessible and efficient care and satisfaction; (2) Provides a channel through which patients and visitors can seek assistance to meet unresolved needs and works with healthcare providers and administrative support staff to optimize the experience of Veterans and their family members; (3) Skill in applying evaluation criteria to the measurement of staff workload, efficiency and productivity, making recommendations regarding staffing ratios; and (4) Provides training to staff designed to enhance the quality of services provided to Veterans accessing care throughout the Health Care System. You will be rated on the following Competencies for this position: Communications Customer Service 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: 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. Work Environment: The incumbent will be working primarily in a hospital or other clinical setting. The position is multisite and may be located at the Audie L. Murphy, Kerrville, or Northwest Health Care Center sites. The work involves the everyday risks and discomforts typical of this environment. The incumbent may encounter medically emergent patients with the possibility of exposure to communicable diseases. Visits are necessary to inpatient units, clinics, waiting rooms, entrances and exits. Some work will occur outside and exterior settings, exposing incumbent to weather extremes. 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

There is no educational substitution at this grade level.

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]