Patient Relations Asstistant

Department Of Veterans Affairs Indianapolis , IN 46218

Posted 2 months ago

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  • Duties




Incumbent is assigned to Office of Veterans Experience and Employee Engagement (OVEEE) at the Richard L. Roudebush VA Medical Center in Indianapolis, IN. Incumbent interacts with patients and their families and assists in the administration of this department.

Learn more about this agency


A. Public relations is extremely important in this office. The incumbent has many dealings

with veterans, their families, other services, Congressional offices and service organizations. He/she is the first contact many people have with the VA; therefore, making the first impression a positive one is very important. The Incumbent, on a regular and recurring basis, performs the following:

  • Receives and listens to customer requests for information, compliments, complaints, concerns and issues. Reports on corrective measures taken to the Patient Advocate Program Manager and/or the Patient Advocate.

  • Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Provides a channel through which patients can seek solutions to problems, concerns and unmet needs.

    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 or assigned patient advocate.

  • The incumbent is responsible for the administrative coordination and management of the controlled and congressional correspondence for the Medical Center. Responses must be researched and prepared for the signature of the Medical Center Director within strict time constraints. The incumbent is responsible for scanning and tracking the correspondence as well as the response letter prepared by the patient advocate and signed by the director.

  • Assists in the production of cumulative reports which include categorization of patient inquiries, concerns and issues in order to track and trend the patterns and identify opportunities for improvement in performance and the processes of care. Proposes solutions, goals and objectives for the Customer Service Standards. The incumbent is responsible for entering data in the patient tracking system on a regular and timely manner.

  • Provides input into the development and conducting of appropriate customer service surveys. Assists in collection and analysis of data relating to customer services, and assists to identify system problems relating to customer service standards.

  • Possesses a knowledge base which allows him/her to serve as a central source of information within anti outside of the Patient advocate office. Is cognizant of appropriate procedures in reporting data and correct formats.

  • Supports customer service needs of the clinics through assignments to special projects and appointments to committees, workgroups, and performance improvement teams.

B. The Incumbent performs many administrative functions central to maintenance of efficient operations of the Patient Advocate Office. The incumbent, on a regular and recurring basis, performs the following:

  • Determines correct office procedure and established guidelines for operations. Develops procedures to foster efficiency in office operations of the Patient Advocate Office.

  • Coordinates the activities of the Patient Advocate Office through maintaining records of meetings, scheduling activities and screening all incoming items. Establishes the schedule for committees. Processes training requests and travel arrangements of the Patient Advocate 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. The incumbent of this position must keep abreast of any and all changes in the VA correspondence manual.

  • Develops and sustains a system of tracking reports that are required. Ensures that all reports reach their destination during the established time frames.

    Verifies accuracy of these reports prior to processing. Possess good working knowledge of various policies, procedures, and regulations that govern this facility to ensure the accuracy of these reports.

  • Creates and maintains all files which include such things as Congressional/controlled correspondence, personnel information, multiple correspondence, medical center committee minutes, regulation changes to policy and monthly/quarterly reports.

  • Maintains manual and information files on the patient advocate share point site. Determines appropriate retention and placement of reference material. Has the authority to use own judgment in the disposition of information based on experience and knowledge of medical center operations.

Work Schedule: Monday - Friday, 8:00am to 4:30pm

Telework: Not Available

Virtual: This is not a virtual position.

Position Description/PD#: Patient Relations Asstistant/PD04584A

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0303 Miscellaneous Clerk And Assistant

  • Requirements



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job

  • Designated and/or random drug testing may be required

  • Selective Service Registration is required for males born after 12/31/1959

  • You may be required to serve a probationary period

  • Subject to background/security investigation

  • Selected applicants will be required to complete an online onboarding process

  • Federal Employees must provide latest NON AWARD SF 50


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/11/2020.

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-07 position you must have served 52 weeks at the GS-06. 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 experiences described below:

  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization.

    Examples of specialized experience would typically include, but are not limited to: Administrative or clerical work in a multipurpose healthcare or medical office, processing Freedom of Information requests, Compiling and distributing recurring reports.

You will be rated on the following Competencies for this position:

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:
Includes walking, standing, bending, 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 some instances, relationships with patients can become intense and the employee is often placed in a position of stress. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile and/or are not in contact with reality. May encounter medically emergent patients and those with infectious diseases.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at


There is no educational substitution at this grade level.

Note: Only education or degrees recognized by the U.S.

Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

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Patient Relations Asstistant

Department Of Veterans Affairs