Patient Relations Asst
Duties Include:
Assist internal and external customers with navigating throughout the facility. This position will be conducting COVID 19 Screening at the entrances 24 hours per day 7 days per week. Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others. Provide information and apply service recovery interventions with customers prior to their departure from the facility. Utilizes efficient conflict resolution techniques, and works collaboratively with the medical center programs, services, and multidisciplinary team members. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Assists patients in understanding their rights and acts as a liaison between Veterans and staff. Resolves problems on a multitude of issues, referring problems that require further assistance to appropriate staff. Utilizes a variety of computer software programs in development of presentations and reports. Completes numerous typing/word processing duties, including correspondence, committee minutes, reports, medical center memorandums, etc. Develop and sustain a system of tracking reports that are required. Ensures that all reports reach their destination during the established time frames. Creates and maintains all files. Maintains manual and information files on the patient advocate share point site. Determines appropriate retention and placement of reference material. Performs learning Unit Coordinator (LUC), automated dating processing coordinator (ADPAC), or timekeeper duties for the department. Duties and responsibilities vary. Work Schedule:
Rotating Shifts Days, Afternoons, Midnights, Weekends and Holidays Position Description Title/PD#:
91047-A Relocation/Recruitment Incentives:
Not authorized To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/29/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-05 position you must have served 52 weeks at the GS-04. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. 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:
Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. OR, Applicants who have the 1 year of appropriate specialized experience. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite is creditable at grades GS-3 through GS-5 for all positions except Reporting Stenographer, GS-5. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements at grades GS-5 and below, 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. Computer SkillsCritical ThinkingCustomer ServiceReasoningTechnical Competence 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. Physical Requirements:
Walking, standing, bending, kneeling, typing, computer processing, filing, receiving and delivering mail and answering telephones, carrying of light items such as medical records and occasionally assisting with a wheelchair. This position demands emotional stability as in most instances, relationships with patients can become intense and the employee is often placed in a position of stress. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assist internal and external customers with navigating throughout the facility. This position will be conducting COVID 19 Screening at the entrances 24 hours per day 7 days per week. Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others. Provide information and apply service recovery interventions with customers prior to their departure from the facility. Utilizes efficient conflict resolution techniques, and works collaboratively with the medical center programs, services, and multidisciplinary team members. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Assists patients in understanding their rights and acts as a liaison between Veterans and staff. Resolves problems on a multitude of issues, referring problems that require further assistance to appropriate staff. Utilizes a variety of computer software programs in development of presentations and reports. Completes numerous typing/word processing duties, including correspondence, committee minutes, reports, medical center memorandums, etc. Develop and sustain a system of tracking reports that are required. Ensures that all reports reach their destination during the established time frames. Creates and maintains all files. Maintains manual and information files on the patient advocate share point site. Determines appropriate retention and placement of reference material. Performs learning Unit Coordinator (LUC), automated dating processing coordinator (ADPAC), or timekeeper duties for the department. Duties and responsibilities vary. Work Schedule:
Rotating Shifts Days, Afternoons, Midnights, Weekends and Holidays Position Description Title/PD#:
91047-A Relocation/Recruitment Incentives:
Not authorized To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/29/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-05 position you must have served 52 weeks at the GS-04. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. 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:
Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. OR, Applicants who have the 1 year of appropriate specialized experience. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite is creditable at grades GS-3 through GS-5 for all positions except Reporting Stenographer, GS-5. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements at grades GS-5 and below, 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. Computer SkillsCritical ThinkingCustomer ServiceReasoningTechnical Competence 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. Physical Requirements:
Walking, standing, bending, kneeling, typing, computer processing, filing, receiving and delivering mail and answering telephones, carrying of light items such as medical records and occasionally assisting with a wheelchair. This position demands emotional stability as in most instances, relationships with patients can become intense and the employee is often placed in a position of stress. 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/.
- Department:
0303 Miscellaneous Clerk And Assistant - Salary Range:
$38,340 to $49,845 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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