Supervisory Patient Relations Assistant

Full Job Description

Supervises and coordinates patient relations staff to improve the overall healthcare experience. Leads service delivery, resolves patient concerns, and ensures efficient navigation of services.

Uses data and feedback to identify issues and implement improvements.

Provides training and guidance to staff while collaborating with clinical and administrative teams to promote service excellence and patient-centered care.

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

You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience, equivalent to at least the GS-06 level in the Federal service, that equipped me with the knowledge, skills, and abilities (KSAs) required to successfully perform the duties of this position and that is directly related to the work of a Supervisory Patient Relations Assistant.

Specialized experience includes but is not limited to: (1) Leading, coordinating, or supporting the work of staff engaged in patient relations or customer service activities, including assigning tasks, providing guidance, and ensuring adherence to established policies and service standards; (2) Assisting in the implementation and sustainment of programs and best practices designed to enhance the patient and family experience by identifying barriers, improving access to services, and facilitating navigation of complex healthcare systems; (3) Monitoring, reviewing, and evaluating work processes and service delivery to assess quality, efficiency, and productivity, and recommending or implementing improvements; (4) Utilizing patient experience data, feedback systems, and operational metrics to identify trends, resolve issues, and improve overall service outcomes; (5) Providing training, coaching, or guidance to staff to strengthen customer service, communication, and patient-centered care practices; (6) Applying knowledge of organizational policies, procedures, and healthcare systems to independently resolve patient concerns and coordinate with clinical and administrative staff; and (7) Establishing and maintaining effective working relationships with patients, families, and multidisciplinary teams to promote a culture of service excellence and continuous improvement.

Preferred Experience: Customer service experience Ability to set priorities and organize work to meet deadlines Ability to manage conflicting priorities from clinical and administrative staff You will be rated on the following Competencies for this position: Communications Customer Service Interpersonal Skills Organizational Awareness Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

There is no educational substitution for the GS-07 level. Major Duties:

Responsible for supervising the activities and staff of the Ambassador Services for all Veteran enrollees.

Provides information and training to staff designed to enhance the quality of services provided to Veterans accessing care throughout the Health Care System.

Provides oversight of and guidance to staff committed to creating a culture of service excellence by providing on-demand, non-medical patient and family services.

Responsible for implementing and sustaining Ambassador Services best practices and environments to promote positive experiences for Veterans, family members, and visitors.

Provides technical and administrative supervision to the Lead Patient Relations Assistants and Patient Relations Assistants (Ambassadors). Directs, coordinates, and oversees work of staff.

Advises staff regarding policies, procedures, and directives of higher-level management or headquarters.

Knowledge of the Survey of Healthcare Experience of Patients, Veterans Signals (VSignals), and other data resources that may be used to impact the patient experience.

Oversees and manages patients' hospital experience by proactively helping patients navigate, physically and experientially, the complex array of services and physical layout of the Health Care System.

Reviews results of work to assess quality and quantity of work produced by each employee, formulates written procedures and performance standards, reviews work in progress to ascertain problem areas and takes corrective action as necessary.

Develop mechanisms to build and enhance relationships with patients, as well as to identify barriers to positive patient experience.

Develops short- and long-range goals and oversees activities to meet the operating goals and objectives of the Front Door Experience. Knowledge and skill in Patient Centered Care.

Skill in navigating Computerized Patient Record System (CPRS) and Veterans Integrated System Technology Architecture (VISTA) to identify patient appointment and inpatient admission information.

Work Schedule: Monday - Friday, 8:30am to 5:00pm Position Description Title/PD#: Supervisory Patient Relations Assistant/PD03956A Physical Requirements: The work is sedentary.

Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.

Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.

Incumbent may carry and lift light items weighing less than 15 pounds.