Patient Relations Assistant

Quick Facts

• Role: Patient Relations Assistant (Guest Relations / Patient Advocacy)
• Location context: Works at or near the main entrance and/or information desk
• Schedules: Monday–Friday 7:30 am–4:00 pm, or rotating Wednesday–Sunday nights/weekends/holidays (not remote)

Description

The Patient Relations Assistant supports the Veteran Experience Officer by helping Veterans, families, and visitors with inquiries, navigation, directions, and information assistance. The role serves as a welcoming first and last point of contact and provides personal wayfinding and escort/wheelchair support when needed. You will also direct people to the appropriate staff/department, take accurate messages, and initiate service recovery when required.

Responsibilities

• Greet and direct guests entering and leaving the facility; influence patient/public perception with respectful service
• Provide clear information and instructions about organization functions, requirements, and medical center locations/services
• Answer phone and in-person inquiries; take accurate messages and ensure delivery
• Provide campus navigation/wayfinding; may take Veterans/visitors to locations and assist with wheelchair management
• Determine the nature of needs and route visitors/calls to the appropriate staff or department
• Handle difficult, hostile, or distressed individuals calmly; diffuse potentially volatile situations using proper resources (e.g., campus police)

Requirements

• U.S. citizen
• Selective Service registration required for eligible males
• Background/security investigation required
• Completion of required online onboarding and pre-employment documentation (I-9)
• Seasonal influenza vaccination participation required (VA Health Care Personnel requirement)
• Serve required 1-year probationary period or 2-year trial period
• Meet GS-05 qualification requirements by the closing date (specialized experience, education, or a combination)
• Required physical ability to stand/walk for prolonged periods, sit at a computer for extended periods, and assist with wheelchair movement and carrying light objects

Benefits

Federal employee benefits package (eligibility depends on position type); contact the hiring agency for specific benefits details.