Patient Relations Assistant

Patient Relations Assistant

The Patient Relations Assistant (PRA) plays a key role in supporting the Veterans Experience Office. The Patient Relations Assistant will report to the Supervisory Patient Relations Assistant, Veterans Experience, with daily work assignments often coordinated by the Lead Patient Relations Assistant. The PRA provides basic information to patients and visitors, leads facility tours, assists patients and family members to appointments, as well as engages with current patients through rounding.

PRA outpatient rounding consists of visiting waiting areas to engage with patients and identify any service recovery needs, liaise with appropriate services for resolution or escalate need if greater support is required. Duties consist of but are not limited to the following:

• Provide basic information to Veterans and visitors in person and via telephone. This includes directions, forms, and operating hours.
• Provide facility tours for key stakeholders. These tasks will involve frequent walking throughout the campus as well as pushing wheelchairs and assisting with other mobility equipment (walkers, etc.).
• Assess patient needs by rounding in waiting areas, hallways and community spaces and asking patients and visitors how things are going and what can be done to make their experience more positive.
• PRA will work in collaboration with Service Level Advocates in each area to resolve patient concerns quickly.
• Review daily inpatient census reports to identify newly admitted patients and meet with patients to provide a welcome to the Orlando VA Healthcare System, and an overview of services offered.
• Identify any concerns or gaps in care and notify the appropriate parties for immediate resolution.
• Provide telephone coverage in a back-up capacity in the Veteran Experience Office during staff absences.
• Serve as a key member of the Veteran Experience Office assisting with resources.
• Review comments from V-Signals surveys daily and ensure actionable items are directed to the appropriate service.
• PRA will participate in the identification and implementation of Veteran Experience improvement projects.
• Incumbent deals with patient complaints and grievances on a regular and recurring basis, the chosen course of action may require the use of many alternatives.
• The incumbent has personal contact with patients and visitors, staff, and stakeholders. These contacts and the preparation of responses written require a high level of oral and written communication skills.
• Functions as a liaison between patients and staff of the OVAHCS also providing Veterans, their family members, visitors, and caregivers with an experience that fulfills the mission of the organization.
• Will have frequent personal contact with patients, visitors, family members, contractors, stakeholders, volunteers, and VA facility staff.
• Provides the customer with consistent information according to established policies and procedures. Handles all pertinent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule:

Sunday - Saturday, 0730-4:30PM

Locations:
Orlando, Lake Baldwin, and Daytona Florida

Telework:
Not Authorized

Virtual:
This is not a virtual position.

Position Description/PD#:
Patient Relations Assistant/ PD07508A

Relocation/Recruitment

Incentives:

Not Authorized

Critical Skills Incentive (CSI):
Not Authorized

Permanent Change of Station (PCS):
Not Authorized