Patient Relations Assistant

Job Title

Patient Relations Assistant

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

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