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Patient Relations Assistant

3 months ago


San Antonio, Texas, United States Veterans Health Administration Full time
Ambassador(s) may be located at any of the following facilities:

Audie L Murphy Hospital, Balconies Heights Outpatient Clinic, Data Point Outpatient Clinic, North Bexar Outpatient Clinic, North Central Federal Outpatient Clinic, Shavano Park Outpatient Clinic, South Bexar Outpatient Clinic, or Northwest VA Clinic.


The following are duties but not limited to:
Interprets the Health Care Center's mission, policies, procedures, and available services to Veterans and family members.

Provide a personal and positive first impression; standardizes the experience of assistance with navigation and information for Veterans and their family members; fosters a general culture of care; and personally, assists customers throughout the Health Care System.

Assists Veterans, family members, and Health Care System staff members in recognizing and removing obstacles to providing the optimal patient experience.

Assist patients arriving at the Health Care System by reducing their anxiety related to hospital navigation or other confusion, leading to improved clinical outcomes.

Assist patients in getting into and out of their vehicles, loading and unloading patient wheelchairs as necessary.

Greet patients in the parking lot and orientates them on the availability of the parking lot shuttle cart to the lobby area and assists patients onto or off the shuttle cart.

Serve as a liaison between the Veteran and Health Care System staff to provide maximal assistance to the Veteran and assist in resolving any conflicts or issues.

Will safeguard and ensure statutory and constitutional rights of patients, protecting patients from abuses that tend to depersonalize and rob them of their dignity, self-respect, or esteem.

Through daily activities working with patients and family members, incumbent will identify existing or potential problems and barriers to care and recommend solutions or alternatives to existing procedures that contribute to those problems or barriers.

Will receive and listen to complaints from patients or family members during the course of their duties.

Will proactively and routinely visit clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers.

Track and trend requests for information, concerns, and suggestions presented to the incumbent by patients

Work Schedule:
Monday-Friday, Based off the need for the Agency.

Position Description Title/PD#:
Patient Relations Assistant /PD03884A

Physical Requirements:

Moderate lifting, 15-44 pounds; Moderate carrying, 15-44 pounds; Pushing (8 hours); Walking (8 hours); Standing (8 hours); Hearing (aid may be permitted).

The regular and recurring work of the position involves extensive walking, standing and bending, and carrying of items such as walkers, books, papers, and donations to the Health Care System.

The position requires regular pushing of patient and visitor wheelchairs and stretchers. Occasional use of automobile and public conveyances may be required.