This 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 is physically located at or near a main entrance of the clinic and/or supporting the Information Desk. This position provides direct support for Guest Relations Information, Escort Services, and Wheelchair management. Major duties include but are not limited to: 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#: Patient Relations Assistant/PD03655A Financial Disclosure Report: Not required.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2023. You must qualify based on your experience and/or education as described below: General Experience: You must have one year of 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 two years of education above high school. 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. For GS-4 grade level positions, determine the total qualifying experience as a percentage of the experience required for the grade level; then determine the education as a percentage of the education required for the grade level; then add the two percentages. The total percentage must equal at least 100 percent to qualify an applicant for that grade level. You will be rated on the following Competencies for this position: Administration and ManagementCreative ThinkingCustomer ServiceFlexibility 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]