Patient Relations Assistant serves as the liaison between the patient and staff of the medical center as a Greeter & Tour Guide for the Concierge Service section of the Customer Service Department, Office of the Director. Provides a channel which patients can seek solution to problem, concern, and unresolved needs. Duty Locations Include: Locations will be discussed during interview process. Winter Park, Florida (Lake Baldwin Campus) Daytona, Florida Orlando, Florida (Lake Nona Campus)

Duties

Duties include but not limited to: Interpret the medical Center's mission, policies procedure and available service to the patient and presents the patient's problem, opinion, and needs to the appropriate medical center staff. Make judgment decisions based on the needs of the patient, or their representative. 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. Conducts tours with medical center leadership and leads visitors, to include Veteran groups, congressional staff and other dignitaries through points of interest while providing useful and interesting information. Makes recommendations for changes and improvements to the Lead Patient Relations Assistant. Assist patients, their families and representatives, and the Medical Center staff members in recognizing and removing obstacle to provide health care needs for the Veterans. Assists patients arriving or leaving the Medical Center. Completes other duties as assigned. Work Schedule: 7:30 AM - 4:00 PM Varied shifts available. Position Description Title/PD#: Patient Relations Assistant/PD07032A Physical Requirements: Work requires extensive walking, standing and bending, and some carrying of items such as wheel chairs, walkers, books and papers.

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. Preferred Experience: Customer Service 1+ year 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: Provides excellent customer service to patients, visitors, and VA staff. Patient, visitor and staff liaison of the medical center. Greeter and Tour Guide for the Concierge Service. Assisting patients with solution to problems, concerns, and unresolved needs. Assisting patients in and out of vehicles, load and unload patient wheelchairs as necessary. Conducting tours with medical center leadership. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school level. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an appropriate combination of specialized experience and education beyond 2 years. Note: To 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 Orlando VA Medical Center 13800 Veterans Way Orlando, FL 32827 US
• Name: Sally Jordan
• Phone: 813-919-9130
• Email: [email protected]