This position functions as the Supervisory Patient Relations Assistant (SPRA) for the Orlando VA Healthcare System (OVAHCS). Serves as the Supervisor for Patient Relations Assistants and a Lead Patient Relations Assistant who have initial contact with Veterans, caregivers, and visitors within OVAHCS and have an extensive role in guiding their healthcare journey. The SPRA plays a key role in supporting the Veterans Experience Office.
The Supervisory Patient Relations Assistant will report to the Veterans Experience Officer. Assumes full responsibility for planning, directing, and assessing the work and competence of subordinate staff. Collaborates with other managers in the medical center to negotiate and/or make decisions on Patient Relations matters. Leads the action planning process to attain goals and resolve issues. Identifies and prioritizes problems, sets long and short-term goals, identifies action plans for Patient Relations Assistants. Builds and implements contingency plans within the section, ensuring continuity of operations in all internal and external emergency situations. First Line Supervisor, executes the training plan for the Patient Relations Assistants section employees related to appropriate policies and procedures. Duties are but not limited too: Assumes full responsibility for planning, directing, and assessing the work and competence of subordinate staff. Collaborates with other managers in the medical center to negotiate and/or make decisions on Patient Relations matters. Represents Patient Relations Assistants on projects, committees and/or workgroups within the department and facility Performs a variety of leadership functions to ensure the work of the organization is carried out including supervisory approval of leave, tour of duty changes, and overall management of the workforce within the Patient Relations section. Provides advice on work methods, practices, and procedures, and assists the section and/or individual members in identifying, distributing, and balancing workload and tasks among employees in accordance with workflow and skill level Provides and/or arranges for specific administrative or technical training necessary for the accomplishment of individual and section tasks. Monitors the status and progress of work, checking on work progress as needed and reviewing completed work to see that instructions on work priorities have been met. Consistently adapts to changing demands in a professional and positive manner with no significant adverse effect on individual productivity or efficiency. Maintains relationships with co-workers, professional and administrative staff, and counterparts that permits effective teamwork, cooperation, resource sharing and problem resolution. Maintains office calendar to include scheduling of trainings, meetings, activities, etc. to include maintenance of service SharePoint. Exercises judgment to recognize when situations must be coordinated with Patient Advocates. Work Schedule: Monday-Friday, 8:00am - 4:30pm Location: Lake Nona Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Patient Relations Assistant/PD074360
There is no educational substitution at this grade level.
ASHLEY.STUDLEY@VA.GOV 478-272-1210 X72067
Source: USAJOBS.gov — U.S. Federal Government
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