The Patient Relations Assistant (PRA) purpose is to provide support, assistance and direction to patients, families, visitors and staff in relation to the Patient Advocate Program. The PRA will provide Patient Relations duties for the Patient Advocates such as answering phones, taking detailed messages, delegating workload, etc.

Duties

Duties include but are not limited to : Functions as the Patient Relations Assistant (PRA) for the Patient Advocate Program. Screens and intervenes with patients/families at this Medical Center for the purpose of assisting, providing communication and/or routing to appropriate staff. Receives Veterans/families and determines the nature of telephone calls or personal contact and refers them to the appropriate Patient Advocate staff or redirects as necessary. Enters cases into Patient Advocate Tracking System(PATS) assuring accuracy of content, closure dates, etc. Analyzes and evaluates PA TS data and runs several reports checking information for issues/trends for management reports. The PRA must extract and analyze a considerable volume of information to arrive at the end product. Assists in developing detail charts and graphs for presentations and dissemination. Administers surveys to Veterans and relays information to Supervisor. PRA seeks and suggests alternate solutions to identified problems. Inventories supplies and enters various work orders and/or makes reproductions when needed. Assists with the coordination of the Greeter Program. Assists with the training requirements of all employees and Greeters within the Patient Advocate Program. Participates in special projects and other duties as assigned by the Supervisory Patient Advocate. Work Schedule: Monday-Saturday Various shifts available : 1st shift between 0600 to 1630 second shift 1230 to 2100 Position Description Title/PD#: Patient Relations Assistant/PD059300, PD059300, and PD05931-0 Physical Requirements: The work is primarily sedentary in nature but some limited bending, stooping and walking is required. On occasion, there may be need to carry light items. Extensive verbal communication is 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. GS-05 grade level: One year of specialized experience (equivalent to the GS-04 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: Knowledge of VA eligibility and entitlement regulations, agency policies and established procedures regarding appointments (scheduled and unscheduled) and/or admission procedures, travel entitlement and/or reimbursement, indigent and other inpatient and outpatient VA programs to advise and assist Veterans and their representatives and other persons requesting information. Knowledge of information required on applications for medical benefits and supporting documentation to advise Veterans, their representatives, other state and federal government officials, private physicians and any other persons who may inquire in person or by telephone. Possesses oral and written communication skills and working knowledge of Microsoft, Patient Advocate Tracking System (PATS), VISTA, DHCP and CPRS. Possesses aptitude in interviewing techniques and record keeping procedures. OR Applicants may substitute education for the experience required for the GS-5 level. To qualify based on education for this grade level you must have 4 years above high school (Transcript required). OR Applicants may also combine education and experience to qualify at the GS-05 level.To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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

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.

Contacts

• Address James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: Amanda Barrios
• Phone: (717) 272-6621 X4953
• Email: [email protected]