This position is located in Voluntary Services at the El Paso VA Health Care System Information Desk. This position is a 100% public contact position whose purpose it is to assist patients, visitors and staff obtain information and/or directions needed to complete their business at the clinic. May occasionally be asked to assist a patient with mobility needs.

Duties

The Information Receptionist is often the first staff member a patient or visitor will come in contact with and as such, must be able to greet the public in person and/or by telephone, answer questions, solve problems while maintaining a professional, friendly, pleasant demeanor. The information receptionist has an excellent knowledge of the clinic resources and maintains patient confidentiality and privacy. Computer/data entry skills are required to perform the duties of position. Collaborating with the clinic volunteers to support reception functions is a key responsibility. The Information Receptionist: Serves as the first point of contact for many of our customers. The incumbent must be able to identify situations of an emergent nature, so the patient's health and well-being are not jeopardized. All interactions with patients, their representatives and staff are conducted in a helpful manner. Speaks in clear and simple language to ensure understanding. Receives visitors and callers, determines nature of business, and directs visitor or caller to his/her destination. Directs visitor or caller to his/her destination using verbal directions and/or medical center floor plan and/or information directories including using VISTA and Outlook on a PC. Responds to phone and face-to-face inquires. Calls other services/sections and units throughout the medical center to obtain information for visitor or caller, as appropriate. Answers the telephone and routes calls. Assists visitors or patients by placing telephone calls to arrange transportation; i.e., Uber or family members to pick-up visitor or patients. Assists visitors or patients with Escort Service, i.e., wheelchair request and/or escort request to appointments or clinics, ability to collaborate with clinic volunteers. Works with all internal and external customers in determining the need, question or concem; and responds to questions, provides information (when appropriate to do so) and gives guidance. Identifies problems and facilitates solutions. Determines potential opportunities for improvement and provide the information to the appropriate person/section. Work Schedule: Monday - Friday, 8 AM - 4:45 PM Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD012580 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/04/2023. You may qualify based on your experience and/or education as described below: Experience: You must have one (1) year of progressively responsible clerical, office, or other work (at the GS-3 level or equivalent) that indicates ability to acquire the particular knowledge and skills needed to perform the duties of this position. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years of education above high school (60 semester hours). 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 1 year (30 semester hours). You will be rated on the following Competencies for this position: Customer Service Interpersonal Skills Listening Self-Management 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 sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited by an accrediting body recognized by the U.S. Department of Education at the time of graduation but is no longer listed on the U.S. Department of Education website, you must provide documentation of accreditation with your application packet.

Contacts

• Address El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]