Patient Experience & Stakeholder Relations Assistant

U.S. Department of Veterans Affairs; Columbia (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

The Program Support Assistant at the U.S. Department of Veterans Affairs in Columbia, SC, provides essential administrative support in the Office of Stakeholder Relations.

The role handles correspondence, meeting background materials, and back-up support for Patient Representatives, ensuring professional customer service to patients, visitors, and staff. Responsibilities include processing mail, updating patient-rights information, routing calls, and maintaining paging/alarms systems across the

Responsibilities

• Process incoming and outgoing materials such as correspondence, reports, and other forms of written communication.
• Researches and provides appropriate subject matter background of meetings without direction.
• Provides back-up support for Patient Representatives when needed referring problems/concerns to the Supervisory Program Support Assistant and Chief, Stakeholder Relations.
• Maintains good rapport and resolves issues independently with coworkers.
• Uses positive customer service techniques with internal and external customers who visit the medical center.
• Distributes mail and supplies to the Stakeholder Relations staff as tasked.
• Ensure correct and updated information is posted regarding customer service, patient rights, clinic locations, and upcoming events.
• The incumbent proactively seeks to ensure that patient rights are respected throughout the medical center by notifying the Patient Representatives, the Customer Service Representatives or the Director of Stakeholder Relations if any patient rights are being violated.
• Identifies customer service problems/concerns and refers concerns within established policies and within the scope of his vested authority.
• Models courteous, caring and professional behavior toward patients, visitors, and employees at all times.
• Participates in customer satisfaction surveys as instructed.
• Tracking feedback received from patients and visitors to make recommendations for change or improvement.
• Coordinates with other departments such as Facility Management to accomplish assignments and maintains a good working relationship with co-workers and other staff members.
• The incumbent will retrieve the minimal patient information and route the call appropriately; while retrieving employee information, location and the proper routing of calls.
• Utilizes separate computer system for directory purposes with requirements for editing/inputting various programs.
• A comprehensive and current list of physicians, home telephone numbers and pager numbers are maintained by the incumbent.
• Monitors and maintains log for telephone alarms, reporting troubles as appropriate to the local carrier and long-distance carrier(s).
• Follows up with contractor and/or supervisor on repairs depending on the urgency dictated by each entry.
• Escalates notification of key personnel when repair of malfunction seems to be talking longer than required.
• The incumbent may frequently be required to independently solicit pertinent information and opinions concerning an individual's concerns.
• Also, the incumbent is responsible for programs and operates the medical center paging system that provides pager service for over 400 radio pagers.
• Monitors and performs daily testing and logging of central medical gas and other emergency alarm systems that assess the condition of the systems in various areas of the medical center and initiates appropriate action in the event the alarm is activated.
• Performs other duties as assigned.

Job description

The Program Support Assistant at the U.S. Department of Veterans Affairs in Columbia, SC, provides essential administrative support in the Office of Stakeholder Relations.

The role handles correspondence, meeting background materials, and back-up support for Patient Representatives, ensuring professional customer service to patients, visitors, and staff. Responsibilities include processing mail, updating patient-rights information, routing calls, and maintaining paging/alarms systems across the