Patient Relations Assistant

Duties:

• Receives and listens to requests for information compliments concerns and issues from Veterans or individuals acting on behalf of the Veteran.
• Resolves straightforward concerns that cannot be addressed at the point of service and escalates significant or complex complaints to the Patient Advocate Coordinator and or Patient Advocates.
• Provides accurate contact information for providers and clinics; shares general VHA health resources and VHA benefits resources; resolves complaints and lower-touch concerns that do not require intervention.
• Assists Veterans in understanding their rights and responsibilities as patients receiving health care.
• Coordinates cases with patient Advocates for changes in providers if requested and/or warranted; reporting any alleged misdiagnosis; addressing interactions where the Veterans did not feel they were treated appropriately.
• Compiles data on complaints compliments satisfaction and Veteran feedback to identify patterns and trends at the service and facility levels.
• Presents issues experienced by Veterans while receiving care at the medical facility to committees and workgroups.
• Operates within the structure established by VHA Patient Advocacy Directive 1003.04 and subsequent directives endorsed by the Office of Patient Advocacy including timely entry of complaints and compliments into the Patient Advocate Tracking System.
• Establishes schedules for committees; coordinates logistics for meetings workgroups and town halls.
• Utilizes a variety of computer software programs to develop presentations reports graphs and tracking tools.
• Drafts correspondence committee minutes reports and medical center memorandums.
• Other duties as assigned.

Work Schedule: Monday-Friday 7:30am - 4:00pm
Telework: This is not a telework position.
Virtual: This is not a virtual position.
Position Description/PD#: Patient Relations Assistant/PD608640
Relocation/Recruitment Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved
Permanent Change of Station (PCS): Not authorized

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care you will operate in a model with three core elements seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veterans community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor Americas Veterans by providing exceptional health care that improves their health and well-being.

• 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 ( Effective 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.
• 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 or 2-year trial 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.

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

To qualify for this position applicants must meet all requirements by the closing date of this announcement 08/11/2026.

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-06 position you must have served 52 weeks at the GS-05. 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.

You may qualify based on your experience as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to: Understanding of VA regulations and directives governing benefits for Veterans; Compiles data to identify patterns and trends; Experience using various computer applications to perform administrative duties such as creating reports graphs and record keeping; Extensive communication skill both verbal and written as well as ability to deal with a variety of individuals with tact and diplomacy. (This experience must be well documented in your resume or application package).

Preferred Experience: Prior customer service experience preferably telephone work.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. The work is primarily sedentary performed at a desk and computer. Walking standing bending and carrying light items such as files documents and a laptop may be required for meetings committee support and office coordination. No special physical demands are required.

Working Conditions: Work is performed in an office and conference room environment with normal safety precautions. The incumbent may encounter emotionally charged situations and must adhere to privacy confidentiality and information security protocols at all times. The work environment is adequately lighted heated and ventilated.

Education

There is no educational substitution at this grade level.

Required Experience:

Junior IC