The Patient Relations Assistant (PRA) serves as a frontline representative of the Veteran & Employee Experience Program (VEEP), supporting Veterans, families, visitors, and staff by providing service recovery, intake and documentation of complaints and compliments, Automatic Call Distribution (ACD) call triage, and administrative coordination.
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
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. If your school has changed names, or is no longer in existence, you must provide this information in your application. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $44285 – $57571/yr.
This position requires a Other security clearance.
Applications close on 2026-09-09.
There are 2 openings for this position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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