Patient Relations Assistant

This position serves as the Customer Service Ambassador/Patient Transporter, assigned to the Veteran Experience Office at the Lt. Col. Luke Weathers, Jr. VA Medical Center. The incumbent works under the direction of the Customer Service Ambassador/Patient Transport Supervisor, Deputy Chief of Veteran Experience and reports to the Deputy Chief of Veteran Experience.

* Carries out all day-to-day operations of the Customer Service/Patient Transport program, to include a wide range of requests from

patients, visitors, and staff.

* Incumbent assists patients, visitors, and staff throughout the facility while continuously implementing regulatory guidelines at the

direction of the supervisor.

* Assists all Veterans, patients, visitors and internal customers in outpatient clinics, inpatient wards, and administrative offices with

forward greeting; way finding; wheelchair, gurney, transports; shuttling patients and visitors between facility

buildings and parking lots in people mover/golf cart; identifying emergent situation and responding appropriately and dispatching

requests from internal and external customers.

* Greets all Veterans, visitors and staff with a smile and respect.

* Promotes a culture of caring and positive first impression, determine Veterans and/or visitors' needs and respond to those needs in a

timely manner.

* Responds to questions and concerns by providing clear answers and/or escorting individuals to the information desk, Service Level

Advocates, Veterans Service Officer, or appropriate department for a warm hand-off, as appropriate. Incumbent will carry out duties in

assigned areas to include entrances, hallways, waiting areas, and reception areas, as assigned.

* Facilitates the dispatching of requests from clinics, wards, administrative offices and patients or visitors via telephone, radio, and other electronic communication systems.

* Assists with programs outside of the Customer Service/Patient Transport Program.

Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule:

Monday - Friday, 7:30 am - 4:00 pm

Compressed/Flexible:
Not Eligible

Telework:
This position is not eligible for telework.

Virtual:
This is not a virtual position.

Position Description/PD#:
Patient Relations Assistant/PD50503-A and PD50504-A

Relocation/Recruitment

Incentives:

Not Authorized

Permanent Change of Station (PCS):
Not Authorized

Financial Disclosure Report:
Not Required

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 your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.