Patient Relations (Ambassador)

Full Job Description

The Patient Relations Specialist is in alignment to the Patient Experience Section Chief.

The position serves as the liaison between the patients and the staff of the Health Care System as a Greeter and Tour Guide for the Concierge Services.

Incumbent provides a channel through which patients can seek assistance to meet unresolved needs and works with healthcare providers and administrative support staff to optimize the comprehensive experience of Veterans and their family members.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/03/2026.

You may qualify for the GS-4 grade level based on your experience and/or education as described below: General Experience: You must have one year of general experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization.

General experience includes: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

OR Education: Applicants may substitute education for the experience required for the GS-4 level.

To qualify based on education for this grade level you must have 2 years of education above high school.

(TRANSCRIPT REQUIRED) OR Combination: Applicants may also combine education and experience to qualify at the GS-4 level.

To calculate, the total percentage must equal at least 100 percent to qualify at the GS-4.

(TRANSCRIPT REQUIRED) 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:

Major duties include but are not limited to: Interprets the Health Care Center's mission, policies, procedures, and available services to Veterans and family members.

Provide a personal and positive first impression; standardizes the experience of assistance with navigation and information for Veterans and their family members; fosters a general culture of care; and personally, assists customers throughout the Health Care System.

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

Assist patients arriving at the Health Care System by reducing their anxiety related to hospital navigation or other confusion, leading to improved clinical outcomes.

Recognizes and institutes appropriate action in emergency situations such as performing CPR, Heimlich maneuver for choking, seizure precautions and safety during seizures, and emergency first aid.

Uses CPRS and/or VISTA to verify appointment information.

Greet patients in the parking lot and orientates them on the availability of the parking lot shuttle cart to the lobby area and assists patients onto or off the shuttle cart.

Assists family members, and visitors to parked vehicles by driving shuttle cart/van.

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.

Will safeguard and ensure statutory and constitutional rights of patients, protecting patients from abuses that tend to depersonalize and rob them of their dignity, self-respect, or esteem.

Through daily activities working with patients and family members, incumbent will identify existing or potential problems and barriers to care and recommend solutions or alternatives to existing procedures that contribute to those problems or barriers.

Will receive and listen to complaints from patients or family members during the course of their duties.

Will proactively and routinely visit clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers.

Track and trend requests for information, concerns, and suggestions presented to the incumbent by patients Work Schedule: Monday - Friday 7:00 a.m. - 3:30 p.m. or 8:30 a.m. - 5:00 p.m.

Virtual: This is not a virtual position.

Position Description/PD#: Patient Relations (Ambassador)/PD03884A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized