Patient Relations Assistant
What you'd do
This position is assigned to the Patient Advocate Service at the Minneapolis VA Health Care System. The incumbent serves as a front-line liaison for Veteran inquiries and concerns that are not resolved at the point of service or at a higher level easily accessible to the Veteran. The position receives, listens to, documents, and routes compliments, concerns, grievances, and requests for information, ensuring timely entry and tracking within the Patient Advocate Tracking System.
Major duties
Duties: Receives and listens to requests for information, compliments, concerns, and issues from Veterans or individuals acting on behalf of the Veteran. Resolves straightforward concerns that cannot be addressed at the point of service and escalates significant or complex complaints to the Patient Advocate Coordinator and or Patient Advocates. Provides accurate contact information for providers and clinics; shares general VHA health resources and VHA benefits resources; resolves complaints and lower-touch concerns that do not require intervention. Assists Veterans in understanding their rights and responsibilities as patients receiving health care. Coordinates cases with patient Advocates for changes in providers, if requested and/or warranted; reporting any alleged misdiagnosis; addressing interactions where the Veterans did not feel they were treated appropriately. Compiles data on complaints, compliments, satisfaction, and Veteran feedback to identify patterns and trends at the service and facility levels. Presents issues experienced by Veterans while receiving care at the medical facility to committees and workgroups. Operates within the structure established by VHA Patient Advocacy Directive 1003.04 and subsequent directives endorsed by the Office of Patient Advocacy, including timely entry of complaints and compliments into the Patient Advocate Tracking System. Establishes schedules for committees; coordinates logistics for meetings, workgroups, and town halls. Utilizes a variety of computer software programs to develop presentations, reports, graphs, and tracking tools. Drafts correspondence, committee minutes, reports, and medical center memorandums. Other duties as assigned. Work Schedule: Monday-Friday, 7:30am - 4:00pm Telework: This is not a telework position. Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant/PD608640 Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/11/2026. 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. 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: Understanding of VA regulations and directives governing benefits for Veterans; Compiles data to identify patterns and trends; Experience using various computer applications to perform administrative duties such as creating reports, graphs and record keeping; Extensive communication skill both verbal and written as well as ability to deal with a variety of individuals with tact and diplomacy. (This experience must be well documented in your resume or application package). Preferred Experience: Prior customer service experience, preferably telephone work. 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/. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. The work is primarily sedentary, performed at a desk and computer. Walking, standing, bending, and carrying light items such as files, documents, and a laptop may be required for meetings, committee support, and office coordination. No special physical demands are required. Working Conditions: Work is performed in an office and conference room environment with normal safety precautions. The incumbent may encounter emotionally charged situations and must adhere to privacy, confidentiality, and information security protocols at all times. The work environment is adequately lighted, heated, and ventilated.
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