Summary The Patient Relations Assistant position serves as an Ambassador for the Amarillo Veterans Affairs Health Care System (AVAHCS). The position is aligned under the Experience Service. The position serves as the liaison between the patients and the staff of the Health Care System, as a patient experience greeter & tour guide, as well as a customer service assistant & concierge expert. Responsibilities Duties may include but are not limited to: Explains the Health Care System's mission, policies, procedures and available services to Veterans and family members. Serves as a greeter, working with volunteer greeters, to provide a consistent, exceptional patient experience that builds the trust and confidence of Veterans, their families, visitors and other stakeholders. Provides communication about VA services, location changes, and new initiatives and programs. Provides information and guidance, helps Veterans navigate the Health Care System safely when needed. Assist patients in getting in and out of their vehicles, as necessary. The incumbent will be expected to operate the shuttle van in providing exceptional customer service. Guides or escorts patients, family members, and visitors to their destination within the Health Care System. Proactively and routinely visits clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers and provide findings to the Experience Service. May serve as a member of the Experience Committee and/or provide observations on patient experience matters that should be considered actionable items to the committee to improve the Veteran's overall experience. Responsible for managing and maintaining the patient clothing closet. Track and trend requests for information, concerns, and suggestions presented. Support the donation program by as directed/requested by Voluntary Service. Work Schedule: Monday - Friday, 7:00am - 3:30pm or 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant/PD00295A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment 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: A pre-placement examination will be required to be able to determine if the incumbent is able to safely operate a government vehicle. The following requirements must be met: distant vision 20/40 in one eye with or without correction, field of vision 70 degrees, ability to distinguish red, green and amber, whispered voice at five feet, or average hearing loss of not greater than 40 dbs. at 500, 1000 and 2,000 Hz. 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. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/15/2026. Driver's License Requirement: A current valid state-issued driver's license is required. Note: We cannot accept photographs. Therefore, please do not submit a copy of your license with your application package. If an interview is requested, you will be required to provide your driver's license for verification purposes. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-3 level in the Federal service, that equipped me with the knowledge, skills, and abilities (KSAs) needed to successfully perform the duties of this position and that is typically in or related to the position being filled. Examples of general experience would typically include, but are not limited to: Knowledge of Health Care System policies, procedures, and regulations; Ability to translate medical center policies and procedures and regulations in a manner to help respond to patients' requests for assistance; Knowledge of patient rights; Knowledge of medical terminology. NOTE: General experience includes progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years of education above high school (Transcripts Required). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond high school. 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/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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/. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
