This Lead Patient Relations Assistant position is located under the Voluntary Services Section in the VA Central Western Massachusetts Healthcare System and serves to provide guest relations in support of the Center for Development and Civic Engagement (CDCE) Office.

Duties

This position serves as a resource/work leader for other personnel performing guest relations assistance for the CDCE in clinical and non-clinical areas. Major duties include but are not limited to: Advises personnel on customer service skills, work schedules, workflow, patient transport, patient safety, privacy, infection prevention, and patient experience. Serves as a primary point of contact for staff and referring all matters requiring supervisory decision to the appropriate managers. Provides guidance and technical direction for accomplishing goals and ensures the work assignments are balances and carried out effectively. Responds to customers immediate needs including navigation, direction, and information assistance. Serves as a first and final point of contact for guests entering and leaving the facility. Receives, greets, and direct callers over the telephone and in person. Provides information about the organization, its functions, and activities. 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. Operates computer and photocopy machine to make, assemble, and distribute material. Performs work of general office support which encompasses a variety of different duties and responsibilities in addition to other duties as assigned. Work Schedule: Monday-Friday, 8:00am-4:30pm. Schedule may be adjusted to suit facility needs. Position Description/PD#: Lead Patient Relations Assistant/PD036560 Financial Disclosure Report: Not required.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2023. You must 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: 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 4 years above high school. Degree must be relevant to the position to be filled. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. The education and experience must be directly related to the work of the position to be filled. Preferred Experience: Direct experience with the CDCE HUB is preferred. You will be rated on the following Competencies for this position: Administration and ManagementCreative ThinkingCustomer ServiceFlexibilityLeadership 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 along with sitting at computer for extended periods of time to perform work. 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, medical records, etc. 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 Northampton VA Medical Center 421 North Main Street Leeds, MA 01053 US
• Name: Thomas Rock
• Email: [email protected]