Job Listing
Patient Relations Assistant (OA)
Veterans Health Administration · Posted 35 days ago
On-site Fredericksburg, VA $52K – $68K Apply by Aug 20, 2026 Miscellaneous Clerk And Assistant ESFJESTJISFJISTJ Healthcare
Apply for this job → About the Role
This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), Fredericksburg VA Healthcare Center, Consumer Affairs Office, Patient Experience Center. The PRA provides interaction with patients & their families and assist in the administration support of the Patient Experience Center. The incumbent works with staff across the Medical Center ensuring problem resolution & patient satisfaction.
What You'll Do
- →The Patient Relations Assistant (OA) provides the highest level of customer service and service recovery. incumbent works with veterans, their families, Medical Center services, Congressional offices and service organizations and is the initial VA contact for many veterans and their families.
- →The incumbent, on a regular and recurring basis, performs the following patient relations function: Receives customer requests for information, and listens to routine to potentially serious patient complaints concerns and issues.
- →Documents and reports the results of patients interviews and safeguards the patient's ethical, statutory and constitutional rights.
- →Provides reports to the Medical Center's administration on corrective measures and service recovery actions taken on behalf of the Patient Advocate and/or the Customer Service Manager.
- →Receives and listens to complaints and grievance from patients and their family.
- →The Patient Relations Assistant explains patients' rights and their responsibilities.
- →Answers a wide variety of questions related to services provided and clarifies the Medical Center policies and procedures.
- →Handles institutional administrative procedures on behalf of patients and their families. acts as a liaison between Veterans and staff when needs have not been met and resolves problems on various issues, referring serious problems, opinions, and needs to the appropriate staff, Patient Advocate or Customer Service Manager.
- →Responses must be researched and prepared for the signature of the Medical Center Director within the designated time frame.
- →Develops and conducts the Voice of the Customer Surveys and facilitated listening.
- →Collects and analyzes survey data for identification of system problems which impact a positive patient experience.
- →Considers the quantitative results of various patient processing systems, the influence of the medical data being compared, the degree of flexibility in the systems, and the anticipated processing problems which will be created or solved by revisions in the systems.
- →Acts as a central source of information within and outside the patient experience office.
- →Is cognizant of the larger VHA system and makes referrals to VBA and other outside agencies.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
- ✓Applicants who refuse to be tested will be denied employment with VA.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Personality Fit
Job ID: 1da04171-54f2-4482-8c10-878e614ffcc1
Posted via USAJobs