Lead Patient Relations Assistant at Veterans Health Administration

About the role

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 To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/28/2026. Time-In-Grade Requirement (SF-50 Submitted): 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 announcement. In 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. You may qualify based on your experience as described below: Lead Patient Relations Assistant Grade GS-303-06: 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: Performing clerical/administrative duties in an office environment; answering and directing phone calls; preparing correspondence; maintaining files/records; and using a computer to perform a variety of support tasks. At this grade level, applicants should have good verbal and written communication skills and the ability to perform assignments independently with minimal oversight. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Preferred Experience: Experience leading a Team, Administrative Skills and proficient in written and spoke English Physical Requirements: The incumbents work requires extensive walking, standing, and bending. Some carrying of small items such as books, papers, and occasionally carrying walkers or other light medical devices. Provides assistance folding/unfolding, pulling, or pushing wheelchairs. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's 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 during which we will evaluate your fitness and whether your continued employment advances the public interest. In 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 period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.