The Guest Relations Assistant is a key member of the Veteran Experience Office, serving to enhance the patient experience at the Bay Pines VA Healthcare System. The Guest Relations Assistant provides basic information to patients and visitors, leads facility tours, assists patients and family members to appointments as well as engages with current patients through rounding.

Duties

Assess patient needs by rounding in waiting areas, hallways and community spaces and asking patients and visitors how things are going and what can be done to make their experience more positive. Assist Veterans with VA services such as BTSSS and MyHealtheVet accounts by verifying identity and providing tutorials and individual assistance Provide basic information to Veterans and visitors in person and via telephone. This includes directions, forms, and operating hours. The Guest Relations Assistant will assist in guiding Veterans and visitors to identified location. The Guest Relations Assistant will provide facility tours for key stakeholders. Provide telephone coverage in a back-up capacity in the Veteran Experience Office during staff absences. This involves triaging calls from patients in need of service recovery, providing redirection and assistance. Assisting with resources in the Veteran Education Resource Center. This involves ensuring resources are plentiful and when in need ordering, sorting, and maintaining resources. The Guest Relations Assistant will acknowledge compliments received by patients through a telephone call or letter of appreciation to the Veteran or caregiver. Will review comments from V-Signals surveys daily and ensure actionable items are directed to the appropriate service. The Guest Relations Assistant will participate in the identification and implementation of Veteran Experience improvement projects. Work Schedule: Monday to Friday 7:00am to 3:30pm / 10:30am to 7:00pm Position Description Title/PD#: Patient Relations Assistant (OA)/PD11188A Physical Requirements:The incumbent's work requires extensive walking, standing, bending, and carrying of items such as walkers, wheelchairs, pamphlets, signage, laptop computer and papers. While there will be times of sedentary work, the majority of the role requires physical movement.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

This position requires a typing requirement of 40 words per minute. Employee must be computer literate. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-5 grade level: One year of specialized experience (equivalent to the GS-4 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: assess patient needs by rounding in waiting areas, hallways and community spaces and asking patients and visitors how things are going and what can be done to make their experience more positive. Review daily inpatient census reports to identify newly admitted patients and meet with patients to provide a welcome and overview of services offered. Provide basic information to Veterans and visitors in person and via telephone and provide facility tours for key stakeholder. OR Applicants may substitute education for the experience required for the GS-5 level. To qualify based on education for this grade level you must have 4 years above high school (Transcript required). OR Applicants may also combine education and experience to qualify at the GS-5 level.To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-5. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Employee will be required to wear a provided uniform shirt. 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.

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.

Contacts

• Address CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Vilnalys Irizarry-Brisueno
• Phone: (939) 227-1856
• Email: [email protected]