The Patient Relations Assistant (PRA) serves as a frontline representative of the Veteran & Employee Experience Program (VEEP), supporting Veterans, families, visitors, and staff by providing service recovery, intake and documentation of complaints and compliments, Automatic Call Distribution (ACD) call triage, and administrative coordination.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/09/2026. You may qualify based on your experience and/or education as described below: GS-5

Specialized Experience:

You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include: knowledge of health care 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; and, knowledge of medical terminology.

OR, Education:

Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successful completion of 4 years of education above high school. (Transcripts 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.

Preferred Experience:

Call Center experience Customer Service Date Entry experience Manage inbound and outbound calls

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 any 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. Occasional use of Veteran shuttle may be needed, all shuttle drivers must pass a physical and have a clean driving record. 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/ .