Patient Relations Assistant

U.S. Department of Veterans Affairs; West Palm Beach (FL); On-site; USD 35,000 - 47,000; Full time

Job summary

West Palm Beach VA Medical Center is seeking a Program Support Assistant for Guest Relations in the Patient Advocacy area under the Veteran Experience Officer. The role focuses on assisting Veterans, families, and visitors by providing information, directions, and supportive customer service at the campus entrance and information desk.

The position emphasizes greeting guests, guiding them to appropriate staff, and delivering a positive first impression while coordinating escort services and

Qualifications

• Specialized Experience: one year equivalent to GS-04.
• Education: four (4) years above high school.
• Combination: combination of specialized experience and education beyond the first 60 semester hours is creditable.
• Time-In-Grade requirements apply to current and former Federal employees.
• Competencies include Veteran and Customer Focus, Customer Service, Interpersonal Skills, Information Management.

Responsibilities

• Receives, greets, and directs guests at the entrance and exit of the facility.
• Direct Veterans, visitors, and callers to appropriate staff or department.
• Provide information about the organization, its functions and activities.
• Greet and direct callers by phone and in person with clear instructions.
• Provide personal wayfinding and escort services as needed.
• Maintain a respectful, helpful customer service approach in all interactions.

Skills

Veteran focus

Customer service

Interpersonal skills

Information management

Education

4 years education beyond high school

Job description

Summary

West Palm Beach VA Medical Center is looking for Program Support Assistant Guest Relations for Patient Advocacy with primary duties and responsibilities supporting the Veteran Experience Officer. The position is in Patient Advocate Section under the Veteran Experience Officer. They are physically located at or near a main entrance of the campus and/or supporting the Information Desk. This position has the direct support for Guest Relations Information - Escort Services and wheelchair management.

West Palm Beach VA Medical Center is looking for Program Support Assistant Guest Relations for Patient Advocacy with primary duties and responsibilities supporting the Veteran Experience Officer. The position is in Patient Advocate Section under the Veteran Experience Officer. They are physically located at or near a main entrance of the campus and/or supporting the Information Desk. This position has the direct support for Guest Relations Information - Escort Services and wheelchair management.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 11/19/2026. 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-05 position you must have served 52 weeks at the GS-04. 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 and/or education s described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include - but are not limited to: answering phones and log calls; provides directions and assistance to patients and guests; provides friendly - excellent customer service; greeting patients and offering assistance for appointments; locates appointments in computer system; reports safety concerns. OR - Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed four (4) years above high school. OR - Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 60 semester hours is creditable toward meeting the specialized experience requirement. You will be rated on the following Competencies for this position: Veteran and Customer Focus: Understands the VA's mission and uses this knowledge to guide actions; provides outstanding customer service and represents the organization effectively. Customer Service: Works and communicates with clients and customers (e.g. - any individuals who use or receive the services or products that your work unit provides - including individuals who work in your agency or in other agencies or organizations outside the Government) to satisfy their expectations. Committed to quality services. Interpersonal Skills: Shows understanding - friendliness - courtesy - tact - empathy - concern - and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult - hostile - or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity - race - gender - disabilities - and other individual differences. Information Management: Identifies a need for and knows where or how to gather information - organizes and maintains information or information management systems. 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: Required to stand and walk for prolonged periods of time along with sitting at computer for extended periods of time to perform work. May be required to push a wheelchair - bend or kneel to obtain information or assist patients. Is required to carry light objects such as files - clipboards - medical records - etc. 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/.

Duties

• The Patient Relations Assistant performs the required duties for the Guest Relations Program in the Patient Advocate office
• The program provides Veterans - their families - and visitors with staff who can quickly respond to inquiries - identify problems - and help improve the experience of those visiting the campus
• The services are designed to meet customers' immediate needs - including navigation - directions - and information assistance
• Because navigating the campus is a key challenge for patients - staff will focus on providing a positive first impression
• For those who do not know how to access medical center programs and/or services - staff will provide personal assistance
• Additional Duties Include But Not Limited To: Serves as the initial and final point of contact for guests entering and leaving the facility and is a key influence on patient/public perception
• Performs these responsibilities using skills that will foster a culture of care at the VA facility
• Assigned to the Patient Advocate Office - which reports to the Medical Center Director
• Provides customer service and guest relations - showing understanding - friendliness - courtesy - tact - empathy - cooperation - concern - politeness - respect - and dignity to others
• relates well to people from varied backgrounds and different situations
• Receive - greet - and direct callers by phone and in person with precise - clear instructions
• Provide information about the organization - its functions - and activities
• Provide requested assistance to ease the customer experience
• Direct Veterans - visitors - and callers to the appropriate staff member and/or department based on the request or by determining the nature of the need - and initiate service recovery when needed
• Takes accurate messages and ensures their delivery to support a responsive culture to the customer
• Provide personal wayfinding assistance and often take Veterans and visitors to locations when they have difficulty following instructions
• Provide excellent customer service by phone and face-to-face
• Ensure customers are greeted with respect and dignity
• Inquiries vary widely - and the information provided requires explaining office functions - describing specific requirements - providing basic instructions - or a similar level of detail
• Inquiries received sometimes require evaluation to determine the most useful appropriate information - resolve inconsistencies in available information - or provide alternatives
• Addresses customers by answering questions concerning the location of outpatient clinics - inpatient area pharmacy - radiology and lab services - and other areas of the medical center
• Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to manage challenging situations and diffuse potentially volatile situations with customers using proper resources (i.e. - campus police)
• Meets the demands of a busy facility by providing simple - understandable instructions and/or directions
• Communicate effectively with individuals from varied backgrounds - including those with mental and/or physical health problems
• Use interpersonal communication skills that foster effective working relationships with Veterans - volunteers - staff - community groups - students - business associates - and the general public
• Two Different Work Schedules Being Offered: Monday - Friday - 7:30 am to 4:00 pm
• OR Wednesday- Sunday - Nights - Weekends - and Holidays
• Rotating tours of duty as needed
• Virtual: This is not a virtual position
• Position Description/PD#: Patient Relations Assistant/PD03140A Relocation/Recruitment Incentives: Not Authorized
• Critical Skills Incentive (CSI): Not Approved
• Permanent Change of Station (PCS): Not Authorized.