The Lead Patient Relations Assistant (LPRA), plays a key role in supporting the Veterans Experience Office by serving as a senior-level liaison between Veterans and medical staff, guiding a team to resolve issues, improve patient experience, and navigate the healthcare system. Responsibilities include assigning work, maintaining coverage, and providing proactive, compassionate service.
The Lead Patient Relations Assistant (LPRA) interprets the medical center's mission, policies, and procedures to effectively provide service to patients. Presents patient problems, opinions, and needs to the appropriate medical center staff. Duties include but are not limited to the following: The Lead Patient Relations Assistant will construct plans and maintain compliance with assignment of various sectors to ensure consistent coverage of Healthcare System's campus areas. The Lead will conduct daily meetings with Patient Relations Assistants to assign work as well as to communicate information provided by the Supervisory Patient Relations Assistant. LPRA will provide concierge services, greeting, and guidance, to enhance the experience of Veterans, families, and visitors. The LPRA will plan walking tours with medical center leadership and key visitors, to include Veteran Groups, Congressional Staff and other Dignitaries through points of interest while providing useful and interesting information. Monitor data from the Survey of Healthcare Experience of Patients (SHEP) and V Signals to identify trends and improve care. Train staff, implement policy, and work with staff to resolve operational issues. Assist patients arriving or leaving the Medical Center. Track and trend requests for information, concerns and suggestions presented to the incumbent by patients..Produce a weekly cumulative analysis and categorization of data. Based on analysis on patient feedback, work with Service Chiefs and Supervisors to develop and track service level customer services quality monitors. Serves as a committee member on the Veterans Experience Committees. Conducts customer service and tour guide training sessions. The LPRA must have a clear understanding of the interrelationships of various services and the functions, responsibilities, and roles of all services within OVAHCS. Translate medical center policies, procedures and regulations to respond to patient requests for assistance. The LPRA is also required to have extensive knowledge of patients' rights and responsibilities, eligibility, benefits, and medical terminology to thoroughly interpret to patients. Must possess analytical and statistical skills in order to track, trend and prepare recommendations for problem areas as well as evaluate data generated and produce meaningful reports based on that data as it relates to quality and customer service standards and the status and effectiveness of the Patient Relations Assistant program. Tracks trends for information, concerns, and suggestions presented to the incumbent by patients. Maintains working relationships with Veteran Service Organizations and community groups. Assists with Congressional inquiries and complaints. Work Schedule: 8:00am-4:30pm, Monday - Friday Telework: Not Authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Lead Patient Relations Assistant/PD07510 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized
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: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
ASHLEY.STUDLEY@VA.GOV 478-272-1210 X72067
Source: USAJOBS.gov — U.S. Federal Government
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