The Primary Purpose of the Position: The position is that of Patient Relations Assistant to the Supervisory Health System Specialist Customer Experience Coordinator at the VA North Texas Health Care System, Dallas Division. Duties of the incumbent are performed with a moderate degree of direct daily guidance by higher grade Customer Experience Coordinator and the Patient Advocate Supervisor.

Duties

Duties include but are not limited to: The daily activities of the Patient Relations Assistant will cross all lines of authority and encompass all programs and services within the medical center. In this capacity, the incumbent represents the Office of Customer Service and has ready access to the Director, Associate Director, Assistant Director, Chief of Staff, Staff Assistants, Service Chiefs, and their respective personnel. The Patient Relations Assistant will be assigned to visit with all newly to visit all newly admitted patients and other patients on the inpatient units as requested on a daily basis. Additional duties include assistance in collecting and reporting quantitative data related to inpatient visits and follow-up reports. Effectively uses professional and interpersonal skills to initiate conversations with Veterans/Family in inpatient areas regarding processes, delays, education and information requirements, patients' rights and responsibilities, service recovery, and customer service initiatives. The incumbent performs typing, copying, faxing, and other clerical duties in the patient advocate office and screens visitors to the office, both telephonically and personally, prior to their seeing the advocates. Therefore, he/she interprets with assistance as necessary, medical center philosophy, policies and procedures. It is necessary that he/she be knowledgeable as to eligibility requirements and health care resources of the Dallas/Ft. Worth Metroplex, Medical District and Region. The incumbent has responsibility and authority from the Patient Advocate Supervisor to assign patients to specific Patient Advocates as needed to provide appropriate patientcare. The incumbent meets daily with the Patient Advocates to discuss significant problems that might impact negatively on the quality of care. The incumbent performs other similar duties as assigned by the Patient Advocate Supervisor. The incumbent makes observations of patients and their families in waiting areas and corridors, and interfaces with appropriate staff when immediate attention is needed. The incumbent must also be alert for patients who are lost, misdirected or unnecessarily detained. This position must continually evaluate the overa11 situation and be ready to make independent decisions and initiate action. The Patient Relations Assistant must have some knowledge of the Decentralized Hospital Computer Program (DHCP) to access patient profiles and File Manager System for database management of daily patient contact and production of automated reports for top management. The incumbent provides coverage for the Information Desk. The incumbent is responsible for maintaining good public relations in all contact with persons outside the Medical Center and for assisting the Patient Advocate Supervisor when needed. Work Schedule: Monday-Friday 8:00am to 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant/PD07540A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/09/2024. You may qualify based on your experience and/or education as described below: GS-5 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: knowledge of health care policies, procedures, and regulations; ability to translate medical center policies and procedures and regulations in a manner to help respond to patients' requests for assistance; knowledge of patient rights; and, knowledge of medical terminology. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successful completion of 4 years of education above high school. (Transcripts Required) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond high school. You will be rated on the following Competencies for this position: Customer Service Manages and Organizes Information Communication Conflict Management 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 requires some physical exertion such as extensive walking, taking stairs, bending, and carrying boxes of paperwork or files, pushing wheelchairs with patients in them. Some of the work is sedentary in an office setting; however, the incumbent works and circulates throughout V ANTIICS. In some instances, relationships with patients can become hostile, threatening and intense, and the incumbent is constantly placed in a position of stress. This position demands emotional stability since the individual is involved with many Veterans who may have an emergency and serious illnesses as well as Veterans who are emotionally upset and/or hostile. 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.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]