The Patient Relations Assistant serves as the liaison between patients and the staff of the medical center providing a way through which patients can seek solutions to problems, concerns. The Patient Relations Assistant works with health care providers and administrative support staff throughout the medical center in preventing and resolving complaints from patients and family members of patients, monitors and tracks all executive correspondence including congressional letters.

Duties

Assist patients, their families and representatives, and the medical center staff members in recognizing and removing obstacles to provide health care needs for the veterans. Will receive and listen to complaints and grievances from patients or from individuals on behalf of patients. Investigates the complaint, initiates action or changes necessary to rectify the situation, then, report back to the patients or representative on the corrective measure taken; act as patient advocate using expert judgment to resolve problems. Manages and prepares response to all forms of correspondence to include congressional, IG, Hospital Management, regulatory agencies, Veterans Service organizations, patients and family members. Develops an assignment and tracking system for actions required by the VISN and Hospital Management to insure that the service meets required deadlines. Monitors correspondence to insure those actions taken are completed accurately and appropriate procedures are followed. Work Schedule: MONDAY through FRIDAY, 7:30AM to 4:00PM Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Patient Relations Assistant/PD049840 Financial Disclosure Report: Not required Bargaining Unit: AFGE

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/03/2023. 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: Works with clients and customers to assess their needs, provide information or assistance, produces written information, which may include technical material, and uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. You will be rated on the following Competencies for this position: Critical ThinkingCustomer ServiceWriting 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: Work is primarily sedentary, but may involve some walking, standing and bending, and some carrying of small items such as books and papers. 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 James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: David Furnas
• Phone: 913-758-6436
• Email: [email protected]