The incumbent works under the supervision of the Veterans Experience Officer. Receives assignments that require application of standard procedures or that require special procedures that are identified and explained. The incumbent will work at the front desk and other areas of the hospital assisting the Veterans Experience Officer in ensuring that the Louis A. Johnson VAMC is able to provide excellent customer service to the veteran patients.

Duties

Major Duties: Provides administrative functions for the Veterans Experience Office by utilizing the VISTA computer system. Provides administrative functions for the facility by complying with ADP security requirements, handling written correspondence and telephone inquiries, and assisting with training. Performs general administrative support related to the staff, volunteers, and patients. Handles established requirements for training new Red Coat Ambassadors and assists with giving orientation to the same. Provides input for the preparation of inquiries such as congressional inquiries when they are related to Veterans Experience at Louis A. Johnson VAMC. Provides advisory and technical assistance to patients, administrative staff and professional staff regarding general hospital information. Responds to questions from patients concerning various Louis A. Johnson VAMC services. Receives and handles concerns, ensuring quality service is rendered in a timely, competent, and caring manner. Utilizes Read Only Appointment Management to inform patients of their appointment location to continue the orderly flow of check - ins in clinics. Researches problems and/or reviews issues and requests related to information regarding provisions in the medical center, eligibility, etc. Clarifies issues and evaluates the need for additional information. The incumbent understands and carries out the requests made by the Veterans Experience Officer and Patient Advocates. The incumbent seeks assistance for uncommon, unique, or new tasks. Assists with meeting the informational needs of customers while supporting the LAJ VAMC mission. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Secures patients confidence and cooperation through interactions. Assists in the explanation of procedures, positions patients for desired results, and cushions and shields patients as appropriate. Varies communication methods to adjust to patients' medical condition. Assists higher-graded technician to position patient and answer patient's questions during non-standard procedures. Patient escort requires pushing wheelchairs, gurneys, assist with morgue runs and other medical equipment. Transport patients to and from facility parking garage to appointments. Varies escort methods/procedures to adjust to patients' medical condition. Performs other related duties as assigned. Work Schedule: Monday- Friday ( 7:30 AM - 4:00 PM) - Tour of duty may change according to service needs. Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD54023123A and PD540-23123-A Financial Disclosure Report: Not required.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/08/2023. You may qualify based on your experience and/or education as described below: General Experience: must have one year of specialized experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include, but are not limited to: Progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite is creditable. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, Combining Education and Experience: Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements at grades GS-5 and below. You will be rated on the following Competencies for this position: Customer ServiceInterpersonal SkillsOrganizational Stewardship Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is primarily physical which requires standing, walking, bending, lifting and pushing wheelchairs, gurneys and other medical equipment. The work requires above average agility and dexterity. The work requires heavy lifting of equipment or patients. Work Environment: The work environment is throughout the Louis A. Johnson VAMC and involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, or libraries. The work area is adequately lighted, heated, and ventilated. 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/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Louis A Johnson VA Medical Center 1 Medical Center Drive Clarksburg, WV 26301 US
• Name: Ramez Habib
• Phone: 410-605-7000
• Email: [email protected]