Job Listing
Patient Relations Assistant
Veterans Health Administration · Posted 14 days ago
On-site Dallas, TX $44K – $58K Apply by Sep 9, 2026 Miscellaneous Clerk And Assistant ESFJESTJISFJISTJ Transportation
Apply for this job → About the Role
The Patient Relations Assistant (PRA) serves as a frontline representative of the Veteran & Employee Experience Program (VEEP), supporting Veterans, families, visitors, and staff by providing service recovery, intake and documentation of complaints and compliments, Automatic Call Distribution (ACD) call triage, and administrative coordination.
What You'll Do
- →Duties include but are not limited to: Serve as a primary point of contact for Veterans and families seeking assistance, information, or resolution of concerns in clinics, at information desks, or by phone via ACD.
- →Perform complaint intake in PATS-R, capturing accurate and complete demographics, key details, related clinical information, and required documentation.
- →Assign, route, and/or escalate cases to Patient Advocates or responsible services per established VHA policy, local SOPs, and escalation pathways.
- →Provide real-time service recovery at the lowest appropriate level, employing VA Core Values (I-CARE) and de-escalation skills; track actions and outcomes in PATS-R.
- →Triage ACD calls, document call reasons and actions taken, and ensure timely follow-up communications.
- →Offer way-finding and general information, coordinate with clinics and administrative services to resolve scheduling, access, or communication issues.
- →Provide administrative support to the VEEP Office including meeting coordination, agendas, calendar support, supply tracking, and routine correspondence.
- →Record and monitor incoming inquiries (phone, email, walk-ins), track resolutions, and maintain organized case logs and documentation.
- →Create, edit, and format documents, spreadsheets, slide decks, and email communications; scan/upload records and manage e-files in accordance with VA records rules.
- →Operate and perform basic troubleshooting for printers, scanners, copiers, and fax machines; follow local IT and cybersecurity protocols for accounts, authentication, and data handling.
- →Work Schedule: Monday - Friday, 7:30 am - 4:00 pm or 8:00 am - 4:30 pm Virtual: This is not a virtual position.
- →Position Description/PD#: Patient Relations Assistant/PD01364A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
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.
- ✓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 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 period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓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.
Personality Fit
Job ID: ce54eec7-9ebb-44c0-9a6f-5d17a5676749
Posted via USAJobs