Patient Relations Assistant

Veterans Health Administration - Department of Veterans Affairs

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/07/2023. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. 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. (TRANSCRIPT REQUIRED) 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 high school. (TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position: -Customer Service -Communication -Interpersonal Skills -Organizational Awareness 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: The regular and recurring work of the position involves extensive walking, standing and bending, and carrying of items such as walkers, wheelchairs and other Veteran mobility accessories to the Health Care System. The position requires regular pushing of patient and visitor wheelchairs. Occasional use of automobile may be required as well. For more information on these qualification standards, please visit the United States Office of Personnel Management’s website at
The Patient Relations Assistant position serves as an Ambassador for the Amarillo Veterans Affairs Health Care System. 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 and concierge expert.