Duties include but are not limited to:

• Serve as a primary point of contact for Veterans and families seeking assistance, information, or resolution of concerns in clinics, at information desks, or by phone via ACD.
• Perform complaint intake in PATS-R, capturing accurate and complete demographics, key details, related clinical information, and required documentation.
• Assign, route, and/or escalate cases to Patient Advocates or responsible services per established VHA policy, local SOPs, and escalation pathways.
• Provide real-time service recovery at the lowest appropriate level, employing VA Core Values (I-CARE) and de-escalation skills; track actions and outcomes in PATS-R.
• Triage ACD calls, document call reasons and actions taken, and ensure timely follow-up communications.
• Offer way-finding and general information, coordinate with clinics and administrative services to resolve scheduling, access, or communication issues.
• Provide administrative support to the VEEP Office including meeting coordination, agendas, calendar support, supply tracking, and routine correspondence.
• Record and monitor incoming inquiries (phone, email, walk-ins), track resolutions, and maintain organized case logs and documentation.
• Create, edit, and format documents, spreadsheets, slide decks, and email communications; scan/upload records and manage e-files in accordance with VA records rules.
• Operate and perform basic troubleshooting for printers, scanners, copiers, and fax machines; follow local IT and cybersecurity protocols for accounts, authentication, and data handling.

Work Schedule: Monday - Friday, 7:30 am - 4:00 pm or 8:00 am - 4:30 pm
Virtual: This is not a virtual position.
Position Description/PD#: Patient Relations Assistant/PD01364A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/09/2026.

You may qualify based on your experience and/or education as described below:

• GS-5 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: knowledge of health care policies, procedures, and regulations; ability to translate medical center policies and procedures and regulations in a manner to help respond to patients' requests for assistance; knowledge of patient rights; and, knowledge of medical terminology. OR,
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successful completion of 4 years of education above high school. (Transcripts Required) 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 high school.

Preferred Experience:

• Call Center experience
• Customer Service
• Date Entry experience
• Manage inbound and outbound calls

Physical Requirements: The regular and recurring work of the position involves extensive walking, standing and bending, and carrying of items such as walkers, wheelchairs and any other Veteran mobility accessories. to the Health Care System. The position requires regular pushing of patient and visitor wheelchairs. Occasional use of automobile may be required as well. Occasional use of Veteran shuttle may be needed, all shuttle drivers must pass a physical and have a clean driving record.

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/.