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Patient Relations Assistant

Company: Veterans Affairs, Veterans Health Administration
Location: Fayetteville
Posted on: January 16, 2022

Job Description:

Summary This position is in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), Fayetteville NC Coastal Health Care System, North Carolina. The incumbent reports to the Chief, Veteran Experience Officer in the Veterans Experience Service Line and serves as the Patient Relations Assistant, who represents the interests of Veteran patients in all areas of the medical center as well as the Community Based Outpatient Clinics (CBOCs). Responsibilities Major duties include but not limited to: Receives customer requests for information, and listens to routine to potentially serious patient complaints, concerns and issues. 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 Veteran Experience Chief. Receives and listens to complaints and grievances from patients and their family. Explains patients' rights and their responsibilities. Scans and tracks the correspondences and the final response letter prepared by the Patient Advocate or Veterans Experience Chief and signed by the Director. Collects and analyzes survey data for identification of system problems which impact a positive patient experience. Maintains the Patient Advocate Tracking System (PATS) and ensures accuracy and timeliness of contacts and inquiries are logged into the system. Records all incoming congressional requests, researches electronic medical records for each request, gathers additional information from administrative and clinical staff, composes letters and responses for review and signature by Patient Advocates, Veterans Experience Chief and/or Medical Center Director. Serves as the timekeeper. Performs other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant/PD082600 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/21/2022. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: receiving and handling patient concerns/complaints in a timely, competent, and caring manner over the phone and/or within the healthcare setting; research problems and/or review issues and requests related to medical care; and providing administrative assistance to the healthcare organization. You will be rated on the following Competencies for this position: Attention to DetailCustomer ServiceOral Communication 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 is primarily sedentary but may require lifting of heavy items such as boxes and may be required to push carts of supplies. 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 There is no educational substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. This job opportunity announcement may be used to fill additional vacancies. As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

Keywords: Veterans Affairs, Veterans Health Administration, Fayetteville , Patient Relations Assistant, Other , Fayetteville, North Carolina

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