Duties may include but are not limited to:

• Explains the Health Care System's mission, policies, procedures and available services to Veterans and family members.
• Serves as a greeter, working with volunteer greeters, to provide a consistent, exceptional patient experience that builds the trust and confidence of Veterans, their families, visitors and other stakeholders.
• Provides communication about VA services, location changes, and new initiatives and programs.
• Provides information and guidance, helps Veterans navigate the Health Care System safely when needed.
• Assist patients in getting in and out of their vehicles, as necessary.
• The incumbent will be expected to operate the shuttle van in providing exceptional customer service.
• Guides or escorts patients, family members, and visitors to their destination within the Health Care System.
• Proactively and routinely visits clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers and provide findings to the Experience Service.
• May serve as a member of the Experience Committee and/or provide observations on patient experience matters that should be considered actionable items to the committee to improve the Veteran's overall experience.
• Responsible for managing and maintaining the patient clothing closet.
• Track and trend requests for information, concerns, and suggestions presented.
• Support the donation program by as directed/requested by Voluntary Service.

Work Schedule: Monday - Friday, 7:00am - 3:30pm or 8:00am - 4:30pm
Virtual: This is not a virtual position.
Position Description/PD#: Patient Relations Assistant/PD00295A
Relocation/Recruitment Incentives: Not Authorized
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: A pre-placement examination will be required to be able to determine if the incumbent is able to safely operate a government vehicle. The following requirements must be met: distant vision 20/40 in one eye with or without correction, field of vision 70 degrees, ability to distinguish red, green and amber, whispered voice at five feet, or average hearing loss of not greater than 40 dbs. at 500, 1000 and 2,000 Hz.
• 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, 09/15/2026.

Driver's License Requirement: A current valid state-issued driver's license is required. Note: We cannot accept photographs. Therefore, please do not submit a copy of your license with your application package. If an interview is requested, you will be required to provide your driver's license for verification purposes.

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

• General Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-3 level in the Federal service, that equipped me with the knowledge, skills, and abilities (KSAs) needed to successfully perform the duties of this position and that is typically in or related to the position being filled. Examples of general experience would typically include, but are not limited to: Knowledge of Health Care System 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; Knowledge of medical terminology. NOTE: General experience includes progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR,
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 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 a combination of specialized experience and education beyond high school.

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/.