Lead Patient Relations Assistant

Full Job Description

As the Lead Patient Relations Assistant, the incumbent will assign work to a team of Patient Relations Assistants and volunteers.

The incumbent will construct plans and maintain compliance with assignment of various sectors to ensure coverage of the Health Care System's campuses.

Incumbent will conduct daily meetings with Patient Relations Assistants to assign work as well as to communicate information provided from the Patient Experience Program Manager.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/30/2026.

You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: 1) Extensive knowledge of Health Care System policies, procedures and regulations; 2) Translate medical center policies and procedures and regulations in a manner to help respond to patients' requests for assistance; 3) Extensive knowledge of patient rights and responsibilities law, eligibility laws, benefits regulation and medical terminology in order to thoroughly interpret these areas to patients in an easily understood manner; 4) Analytical and statistical skills in order to track, trend and prepare recommendations to problem areas.

OR, Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have four years of education above high school (TRANSCRIPT REQUIRED).

OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond high school.

Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement.

One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

(TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position:- Communications- Customer Service- Interpersonal Skills- Organizational Awareness 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/.

Major Duties:

Duties include: Conduct daily meetings with Patient Relations Assistants to assign work as well as to communicate information provided from the Patient Experience Program Manager.

Maintain and issue an extensive inventory of radio assets to ensure real-time connectivity and communication with team members on various aspects of the Health Care System to include services offered, location and changes.

Recommends changes and improvements to the Patient Experience Program Manager.

Incumbent serves as a committee member on the Experience Committee and conducts Patient Experience Ambassador, Greeter, and Tour Guide training.

The incumbent will interpret the Health Care Center's mission, policies, procedures, and available services to Veterans and family members.

Makes recommendations for changes and improvements to the Lead Patient Relations Assistant.

Assists Veterans, family members, and Health Care System staff members in recognizing and removing obstacles to providing the optimal patient experience.

Incumbent will serve as a liaison between the Veteran and Health Care System staff to provide maximal assistance to the Veteran and assist in resolving any conflicts or issues.

The incumbent will track and trend requests for information, concerns, and suggestions presented to the incumbent by patients.

Produce a weekly analysis and categorization of data to Lead Patient Relations Assistant and will assist Lead Patient Relations Assistant in developing patient experience improvements.

Work Schedule: Monday-Friday, Daytime (start as early as 7 am and go as late as 5pm depending on location), based off the need for the Agency. Virtual: This is not a virtual position.

Position Description/PD#: Lead Patient Relations Assistant/PD671-3885-A Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized