Patient Relations Assistant

West Palm Beach VA Medical Center is looking for Program Support Assistant Guest Relations for Patient Advocacy with primary duties and responsibilities supporting the Veteran Experience Officer. The position is in Patient Advocate Section under the Veteran Experience Officer. They are physically located at or near a main entrance of the campus and/or supporting the Information Desk. This position has the direct support for Guest Relations Information, Escort Services and wheelchair management. PRINCIPALES MISSIONS : The Patient Relations Assistant performs the required duties for the Guest Relations Program in the Patient Advocate office. The program provides Veterans, their families, and visitors with staff who can quickly respond to inquiries, identify problems, and help improve the experience of those visiting the campus. The services are designed to meet customers' immediate needs, including navigation, directions, and information assistance. Because navigating the campus is a key challenge for patients, staff will focus on providing a positive first impression. For those who do not know how to access medical center programs and/or services, staff will provide personal assistance. Additional Duties Include But Not Limited To: Serves as the initial and final point of contact for guests entering and leaving the facility and is a key influence on patient/public perception. Performs these responsibilities using skills that will foster a culture of care at the VA facility. Assigned to the Patient Advocate Office, which reports to the Medical Center Director. Provides customer service and guest relations, showing understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness, respect, and dignity to others; relates well to people from varied backgrounds and different situations. Receive, greet, and direct callers by phone and in person with precise, clear instructions. Provide information about the organization, its functions, and activities. Provide requested assistance to ease the customer experience. Direct Veterans, visitors, and callers to the appropriate staff member and/or department based on the request or by determining the nature of the need, and initiate service recovery when needed. Takes accurate messages and ensures their delivery to support a responsive culture to the customer. Provide personal wayfinding assistance and often take Veterans and visitors to locations when they have difficulty following instructions. Provide excellent customer service by phone and face-to-face. Ensure customers are greeted with respect and dignity. Inquiries vary widely, and the information provided requires explaining office functions, describing specific requirements, providing basic instructions, or a similar level of detail. Inquiries received sometimes require evaluation to determine the most useful appropriate information, resolve inconsistencies in available information, or provide alternatives. Addresses customers by answering questions concerning the location of outpatient clinics, inpatient area pharmacy, radiology and lab services, and other areas of the medical center. Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to manage challenging situations and diffuse potentially volatile situations with customers using proper resources (i.e., campus police). Meets the demands of a busy facility by providing simple, understandable instructions and/or directions. Communicate effectively with individuals from varied backgrounds, including those with mental and/or physical health problems. Use interpersonal communication skills that foster effective working relationships with Veterans, volunteers, staff, community groups, students, business associates, and the general public. Two Different Work Schedules Being Offered: Monday - Friday, 7:30 am to 4:00 pm. OR Wednesday- Sunday, Nights, Weekends, and Holidays. Rotating tours of duty as needed. Virtual: T

Salaire : $43,384 – $56,399/Per Year | Avantages : http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? The West Palm Beach VA Medical Center opened in 1995 and is a general medical and surgical facility, providing a full range of patient care services, as well as comprehensive medical education and residency programs and limited research. All-inclusive health care is provided through primary care, emergency care and long-term care in the areas of medicine, surgery, mental health, physical medicine and rehabilitation, radiology, telemedicine, dentistry, hemodialysis, comprehensive Cancer Center and geriatrics and extended care including hospice and palliative care. The medical center provides health services to Veterans throughout South Florida and the Treas