Program Support Assistant (Patient Experience Liaison)

Program Support Assistant (Patient Experience Liaison)

Duties include but are not limited to:

• Provides advisory and technical assistance to patients, administrative staff, and professional staff regarding a patient's stay.
• Prepares and assembles information to develop draft reports, recommendations, or presentations.
• Prepares, executes, and/or tracks program specific information.
• Serves as liaison for issue and complaint resolution relating to the provision of medical services.
• Responds to complex questions involving a range of issues
• Researches problems and reviews issues/requests related to information regarding provisions for medical cares, eligibility, etc.
• Works closely with patient advocates and patient satisfaction coordinator in reporting trending concerns to upper management.
• Conducts investigations to circumstances contributing to patient complaints.
• Accurately records patient inquiries, question responses and problem resolutions using VISTA, Microsoft Excel, and Microsoft Share-point.
• Provides clerical support such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures, and similar information.
• Performs general administrative support and other related duties as assigned.

Work Schedule: Monday - Friday; 8:00am - 4:30pm

This is not a virtual position.

PD95334A

Not Authorized for Relocation/Recruitment Incentives, Critical Skills Incentive (CSI), Permanent Change of Station (PCS)

Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.