The Patient Relations Assistant (PRA) provides support, assistance and direction to patients, families, visitors and staff in relation to the Patient Advocate Program, including answering phones, taking detailed messages, and a wide variety of administrative tasks associated with maintaining and supporting the work performed within the Patient Advocate Program.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major duties and responsibilities include: Screens and intervenes with patients/families at the Medical Center for the purpose of assisting, providing communication and/or routing to the appropriate staff. Receives Veterans/families and determines the nature of the 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 PATS data and runs several reports checking information for issues/trends for management reports. Assists in developing detail charts and graphs for presentations and dissemination. Uses Decentralized Hospital Computer Program (DCHP), Computerized Patient Record System (CPRS), Veterans Health Information System and Technology Architecture (VISTA), Microsoft Programs such as Excel and Word and makes minor adjustments to printers, scanners, facsimile machines and other routinely used office equipment. Assists in conducting on-unit patient visits to welcome new admission. Administers surveys to Veterans and 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. Performs other duties as assigned. Work Schedule: Monday-Friday 5:00am-1:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. You may qualify at the GS-05 level if you fulfill one of the following qualifications: -Specialized Experience: One (1) year of specialized experience that equipped you with the knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of this position. To be creditable, this experience must have been equivalent to at least the GS-4 grade level in the Federal service. Specialized experience includes: receiving and screening incoming phone calls and visitors to route to the appropriate staff or resource; using computer software programs to enter data and other information, ensuring accuracy and correct grammar, spelling, format, etc.; running data reports from a computerized software program. -OR- -Education: Successful completion of 4 years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. (TRANSCRIPTS REQUIRED) -OR- -Combination: Equivalent combinations of education and specialized experience (as described above) to meet the requirements at the GS-5 level. Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. (TRANSCRIPTS REQUIRED) You will be rated on the following Competencies as part of the assessment questionnaire for this position: ClericalComputer SkillsCustomer ServiceManages and Organizes Information IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. 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. 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

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Contacts

• Address James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]