Job Listing
Patient Relations Assistant
Veterans Health Administration · Posted 1 days ago
About the Role
The Patient Advocate Office, is under the supervision of the Supervisory Patient Representative. They will assist and coordinate all work in support of the patient advocate program; assisting veterans, families and representatives, as well as staff in recognizing and recommending solutions regarding patient concerns. Will identify existing and potential opportunities for improvement and suggest possible solution and/or alternative.
What You'll Do
- →Primary Duties include but are not limited to: Serve as primary point of contact for Patient Advocate office by answering, screening & directing in-person visitors and telephone calls to services to ensure patient concerns are addressed by the appropriate party efficiently.
- →Provide administrative functions for the service to include timekeeping, written correspondence and telephone inquiries to ensure prompt responses to patients and stakeholders.
- →Document patient concerns in the PATS-R system accurately to ensure proper tracking of complaints and concerns.
- →Prepare and track monthly reports related to patient complaints, compliments and recommendations in order to identify key areas of focus for improvement.
- →Answer queries and concerns that do not require clinical expertise for Veterans and stakeholders to create a positive and seamless experience for those attempting to navigate the healthcare system.
- →Answer inquiries for release information adhering to the Privacy Act of 1974 and Health Insurance Portability and Accountability Act (HIPAA).
- →Display excellent customer service skills when dealing with veterans, staff, coworkers, applicants, supervisors, management, union representatives, government representatives, and the general public to create a positive and satisfying experience within the healthcare system.
- →Work Schedule: Monday thru Friday 8:00am to 4:30pm Telework: Not eligible for Telework Virtual: This is not a virtual position.
- →Position Description/PD#: Patient Relations Assistant/PD10613A and PD10613A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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 dentification 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.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: d3852f5f-da3e-4120-afdd-a5132f2a3d0e
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