Patient Relations Assistant
Job Location:
Memphis, TN - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
This position serves as the Customer Service Ambassador/Patient Transporter assigned to the Veteran Experience Office at the Lt. Col. Luke Weathers Jr. VA Medical Center. The incumbent works under the direction of the Customer Service Ambassador/Patient Transport Supervisor Deputy Chief of Veteran Experience and reports to the Deputy Chief of Veteran Experience.
- Carries out all day-to-day operations of the Customer Service/Patient Transport program to include a wide range of requests from
patients visitors and staff.
- Incumbent assists patients visitors and staff throughout the facility while continuously implementing regulatory guidelines at the
direction of the supervisor.
- Assists all Veterans patients visitors and internal customers in outpatient clinics inpatient wards and administrative offices with
forward greeting; wayfinding; wheelchair gurney transports; shuttling patients and visitors between facility
buildings and parking lots in people mover/golf cart; identifying emergent situation and responding appropriately and dispatching
requests from internal and external customers.
- Greets all Veterans visitors and staff with a smile and respect.
- Promotes a culture of caring and positive first impression determine Veterans and/or visitors needs and respond to those needs in a
timely manner.
- Responds to questions and concerns by providing clear answers and/or escorting individuals to the information desk Service Level
Advocates Veterans Service Officer or appropriate department for a warm hand-off as appropriate. Incumbent will carry out duties in
assigned areas to include entrances hallways waiting areas and reception areas as assigned.
- Facilitates the dispatching of requests from clinics wards administrative offices and patients or visitors via telephone radio and other electronic communication systems.
- Assists with programs outside of the Customer Service/Patient Transport Program.
Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory qualification and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.
Work Schedule: Monday - Friday 7:30 am - 4:00 pm
Compressed/Flexible: Not Eligible
Telework: This position is not eligible for telework.
Virtual: This is not a virtual position.
Position Description/PD#: Patient Relations Assistant/PD50503A and PD50504-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Required
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 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
- You must be a U.S. citizen to apply for this job
- Subject to a background/suitability investigation
- Selective Service Registration is required for males born after 12/31/1959
- A complete application package; Resume Transcripts etc. is required
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
Resumes must be legible so they can be reviewed for eligibility minimum qualifications and other position requirements listed in the job announcement.
Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF JPG JPEG PNG RTF TXT PDF ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato if available. Other widely available options are Calibri Helvetica Arial Verdana Open San Source Sans Pro Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
To qualify for this position applicants must meet all requirements by the closing date of this announcement.
For GS-04 grade level:
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-4 position you must have served 52 weeks at the GS-3. 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 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.
- Generalized Experience: You must have one year of experience in 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.
- Applicants may substitute education for the experience required for the GS-04 level. (TRANSCRIPTS REQUIRED): Education must be 2 years above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business secretarial or technical school junior college college or university for which high school graduation or the equivalent is the normal prerequisite. 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
- Combination: Applicants may also combine education and experience to qualify at this level. Do you possess a combination of successfully completed post-high school education and experience to meet the total experience requirements. This education must have been obtained in an accredited business secretarial or technical school junior college college or university for which high school graduation or the equivalent is the normal prerequisite. (i.e. 6 months of general experience and 1 year of education above the high school level).
For GS-05 grade level:
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-5 position you must have served 52 weeks at the GS-4. 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 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.
- 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 but are not limited to assisting all Veterans patients visitors and internal customers in outpatient clinics inpatient wards and administrative offices with forward greeting; wayfinding; wheelchair gurney specimen and morgue transports; shuttling patients and visitors between facility buildings and parking lots in people mover/ golf cart; identifying emergent situation and responding appropriately; dispatching requests from internal and external customers and Extensive knowledge and skill in Patient Centered Care; Safe Patient Handling; Patient Safety; Customer Service; Communication; Problem Solving; Conflict Resolution; Prevention & Management of Disruptive Behavior; and extensive knowledge of VA and CDCE Services policies and procedures.
- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school. (TRANSCRIPTS REQUIRED)
- Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 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.
- Clerical
- Communications
- Customer Service (Clerical/Technical)
- Decision Making
- Interpersonal Skills
- Oral Communication
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: The regular and recurring work of the position involves prolonged standing extensive walking bending lifting patient transfers carrying items such as walkers and equipment pushing wheelchairs and gurneys and driving people mover shuttle cart. Occasional working parties involving loading and unloading of donations supplies & equipment for on-site and community events. Occasional use of motor vehicles may be required.
For more information on these qualification standards please visit the United States Office of Personnel Managements website at
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
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:
Under the Fair Chance to Compete Act the Department of Veterans Affairs prohibits requesting an applicants criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process visit Human Resources and Administration/Operations Security and Preparedness (HRA/OSP) at The Fair Chance Act.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPMs Career Transition Resources website which can be found at Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online or need an alternate method to submit documents please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Candidates should be committed to improving the efficiency of the Federal government passionate about the ideals of our American republic and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Experience:
Junior IC
