Management Assistant

Job Title

Management Assistant

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Major Duties:

Interprets hospital purpose, philosophy, procedures, and services to the patient and presents the patient's problems and opinions to the service administration.

Receives and listens to complaints and grievances from patients or individuals on behalf of patients.

Makes inquiries into patient complaints, initiates action or changes necessary to correct problematic situations, and reports on corrective measures taken to the patient or the patient's representative, resolving issues, and seeking guidance through the service leadership.

Serves as a liaison with the AVAHCS Patient Advocates Office in responding to suspense items, inquiries, and other information sought about VACC.

Handles conflict and problems in dealing with the customer constructively and appropriately.

Provides patients with proper direction or escorting patients to subject matter experts; research or investigates patient concerns via oral or written communication with administrative and clinical staff; makes follow-up calls to patients to update on the progress of complaint resolution.

Maintains a working relationship with staff, Veterans, Service Organizations, community groups, and others whose interests are in helping and protecting Veterans, their families, and their representatives.

Analyzes data and prepares a project plan which compares alternatives in terms of cost, time, necessary equipment, and staff, and recommends a course of action.

Ensures deadlines are met and methods used are accurate and in compliance with established procedures.

Other duties as assigned.

Work Schedule:

Monday - Friday; 7:00am - 3:30pm, 7:30am - 4:00pm or 8:00am - 4:30pm

Virtual:
This is not a virtual position.

Position Description/PD#:
Management Assistant/ PD003740

Relocation/Recruitment

Incentives:

Not Authorized

Critical Skills Incentive (CSI):
Not Approved

Permanent Change of Station (PCS):
Not Authorized