Lead Patient Relations Assistant

Veterans Health Administration; Fresno (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

The Veterans Health Administration in Fresno, CA seeks an assistant to the Customer Service Ambassador/Patient Transport Supervisor. You will support day-to-day operations, oversee workload of staff, volunteers, and work studies, and help ensure patients and visitors have a safe, positive experience.

You will leverage your knowledge and experience to coordinate a high volume of requests across the medical center, contributing to efficient, compliant, and compassionate service.

Qualifications

• Experience coordinating a high-volume workload in a healthcare setting.
• Ability to analyze policies and guidelines relevant to patient transport.
• Strong communication and safety awareness.

Responsibilities

• Assist in day-to-day Customer Service/Patient Transport Program operations.
• Manage workload of employees, volunteers and work studies assigned to the program.
• Ensure patients and visitors have a safe, positive experience.

Skills

Customer service

Team coordination

Policy interpretation

Time management

Job description

Incumbent assists the Customer Service Ambassador/Patient Transport Supervisor in the day-to-day Customer Service/Patient Transport Program operations, managing workload of employees, volunteers and work studies assigned to the program, ensuring all patients and visitors have the best and safest possible experience while at VACCHCS. The incumbent has the knowledge; experience and skills that demonstrates the ability to coordinate a high volume of requests throughout the medical center.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/17/2026. Time-In-Grade Requirement: 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: 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: organizational and service goals; Analyze and interpret correct and proposed policy and guidelines, and assess business processes reengineering impacts on quality assurance. Assess and analyze safety and quality assurance program implementation. Prepare written reports, memoranda, and correspondence detailing results of audits or other assignments. Experience with the operation of 2-way radio and cell phone use for the purpose of dispatching, communicating and tracking. Experience with researching, retrieving, analyzing, storing, creating reports and other documents, and sending/retrieving emails using computerized systems. Possess comprehensive knowledge of a wide range of medical transportation management policies, principles, and practices.

You will be rated on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Leadership Learning Managing Human Resources Planning and Evaluating Problem Solving Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: Work is sedentary; however, it also involves walking, standing, bending and carrying of items including books, supplies and parts and driving motor vehicles. Work is performed in an office setting and frequently in a maintenance shop setting. There is frequent exposure to dirt, grease, noise and machinery. 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/.