The position is located within the Office of Veteran and Employee Engagement Service at Charlie Norwood VAMC. The incumbent also provides administrative support for the Office of Veteran and Employee Engagement Service and coordinates wheelchair management for Charlie Norwood VAMC in Augusta, GA with primary duties and responsibilities as a Patient Navigator and Facility Front­ Line Representative.

Duties

Major duties include, but are not limited to: Identify and Solve problems and offer assistance to Veterans, patients, families and visitors to address customer complaints or connect with appropriate individuals to resolve concerns. Provide general telephone and visitor referral services within both divisions and community outpatient clinics. Assist Veterans, patients, families, and visitors with navigating the divisions and provide a positive first impression of CNVAMC. Communicate effectively both orally and in writing with people from various backgrounds and varying levels of understanding. Exhibit exceptional customer service by showing understanding, friendliness, courtesy and tact. Greet Veterans, patients, families and visitors with respect and dignity, distributes incoming calls promptly. Use technical knowledge of computer programs, kiosks, wheelchair management/transport and daily work requirements to make decisions. Operate computers, facsimile, scanner and photocopy machines to make copies or produce copies of various documents. Ensure facility wheelchairs are clean/serviceable and available for Veteran and visitor use. Work Schedule: Monday - Friday; 800am - 4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist (Red Coat Ambassador)/PD16417A Relocation/Recruitment Incentives: Not Authorized 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, 09/21/2023. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Directs veterans, family members, and other visitors to the appropriate office or service within the facility; Provides information and assists in problem-solving about the organization and its functions and activities; Has technical understanding of computer equipment; Offers suggestions for improving service to customers; skilled in typing, presenting neat and accurate work; the ability to gather, analyze and clearly communicate and function independently. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 4 years of education above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university.. 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 the high school education as described above and experience to meet the total experience requirement of the GS-5 level.. You will be rated on the following Competencies for this position: Analysis and Problem Solving: Applies the process of discovery that involves the diagnosis of a problem or issue, identification and gathering of relevant information, formulation and evaluation of alternative solutions or courses of action, and selection or recommendation of the preferred solution or course of action. Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Technology Application: Uses machines, tools, instruments, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format. 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 incumbent is required to stand and walk for prolonged periods of time and sitting at computer for long periods of time. The incumbent must be able to operate during prolonged periods of time in extreme weather conditions. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients. The incumbent is required to carry light objects such as files, clipboards and medical records or push carts that hold equipment or devices. Work is performed in a medical center responsible for treating patients with a wide variety of medical problems to include psychiatric diagnoses. Work is performed in an indoor and outdoor setting in a wide variety of environmental conditions. The incumbent may be exposed to communicable diseases. Safety precautions are sometimes necessary. 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: Transcripts should state the name of the student, name of the university and/or college, total number of credits completed, date degree awarded/conferred. Copies of Official Transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards, but unofficial transcripts are accepted if they contain all the required information. If credit for a course is being questioned by the HR Professional performing qualifications, it is your responsibility to provide supporting descriptive information (course syllabus/descriptions) in your application package.

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 Charlie Norwood VA Medical Center One Freedom Way Augusta, GA 30901 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]