The Patient Relations Specialist (Ambassador) serves as the liaison between patients and staff of the Health Care System as a Greeter and Tour Guide for Concierge Services. Incumbent provides a channel through which patients can seek assistance to meet unresolved needs and works with healthcare providers and administrative support staff to optimize the comprehensive experience of Veterans and family members.

Duties

Ambassador(s) may be located at any of the following facilities: Audie L Murphy Hospital, Balconies Heights Outpatient Clinic, Data Point Outpatient Clinic, Frank M Tejeda Outpatient Clinic, North Bexar Outpatient Clinic, North Central Federal Outpatient Clinic, Shavano Park Outpatient Clinic, South Bexar Outpatient Clinic, or Northwest VA Clinic. The following are duties but not limited to: Interprets the Health Care Center's mission, policies, procedures, and available services to Veterans and family members. Provide a personal and positive first impression; standardizes the experience of assistance with navigation and information for Veterans and their family members; fosters a general culture of care; and personally, assists customers throughout the Health Care System. Assists Veterans, family members, and Health Care System staff members in recognizing and removing obstacles to providing the optimal patient experience. Assist patients arriving at the Health Care System by reducing their anxiety related to hospital navigation or other confusion, leading to improved clinical outcomes. Assist patients in getting into and out of their vehicles, loading and unloading patient wheelchairs as necessary. Greet patients in the parking lot and orientates them on the availability of the parking lot shuttle cart to the lobby area and assists patients onto or off the shuttle cart. Serve as a liaison between the Veteran and Health Care System staff to provide maximal assistance to the Veteran and assist in resolving any conflicts or issues. Will safeguard and ensure statutory and constitutional rights of patients, protecting patients from abuses that tend to depersonalize and rob them of their dignity, self-respect, or esteem. Through daily activities working with patients and family members, incumbent will identify existing or potential problems and barriers to care and recommend solutions or alternatives to existing procedures that contribute to those problems or barriers. Will receive and listen to complaints from patients or family members during the course of their duties. 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 to the incumbent by patients Work Schedule: Monday - Friday / 0700 - 1530 or 0830 - 1700 based on need of service Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant (Ambassador)/PD03884A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

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. 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. 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. (TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position: -Customer Service -Communications -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); Hearing (aid may be permitted); Operation of crane, truck, tractor, or motor vehicle. 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 Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]