Serves as a Patient Relations Assistant for Veteran Experience Office with primary duties and responsibilities supporting the Veteran Experience Office Service Chief. The position is in Veteran Experience Office Service Section under the Assistant Director for Patient Care Services. Physically located at or near a main entrance of the campus and/or supporting the Information Desk. Direct support for Guest Relations Information, Escort Services and wheelchair management.

Duties

Major Duties Include (but not limited to): Actively involved in identifying problem areas and in the development of methods to improve the functions of the program. Serves as the initial, as well as the final. point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. Interaction with customers by visiting patient care areas, talking with individuals in the waiting rooms, and soliciting feedback when providing assistance. Work with customers in determining the nature of the need, questions or complaint, and respond to questions, providing information and navigation guidance, and refer matters to the appropriate area supervisor and/or patient representative for action as appropriate. Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness, respect and dignity to others; relates well to people from varied backgrounds and different situations. Respond to customer's immediate needs including navigation, direction and information assistance. Demonstrates practice of using interpersonal communication skills which foster effective working relationships with patients, volunteers, staff, community groups, students, business associates and the general public. Work Schedule: Monday - Friday 8:00 am to 4:30 pm and other flexible tours Position Description Title/PD#: Program Support Assistant (OA)/PD060030 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 may be required to drive a golf cart. The incumbent is required to carry light objects such as files, clipboards, medical records, etc.

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

Proficiency Requirement: In addition to meeting experience or education requirements, applicants for these positions must show possession of the following skill: 40 words per minute typing speed. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-05 grade level: One year of specialized experience (equivalent to the GS-04 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: Respond quickly to inquiries, identify problems, and help improve the experience of visitors. Receives inquiries requiring evaluation to determine the most appropriate information, identifying problem areas to resolve inconsistencies in information, or provide alternatives. Anticipates, understands, and responds to patients' requests and needs, focused on customer service, experience and satisfaction. Communicates with patients, volunteers, volunteer groups, families, donors and coworkers. Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to manage challenging situations, and diffuse possible volatile situations with customers. OR Applicants may substitute education for the experience required for the GS-05 level. (TRANSCRIPTS REQUIRED): Successfully completed four (4) years above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. (This education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university.) OR Applicants may also combine education and experience to qualify at the GS-05 level. (TRANSCRIPTS REQUIRED): Combinations of successfully completed post-high school education beyond two (2) years and specialized experience as described above that demonstrates the ability to perform the duties of this Program Support Assistant (OA) position. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Verbiage displayed on your resume or application must contain your own words. You may refer to the specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received that copied verbatim from the announcement will be evaluated and may be reviewed as falsifying your experience or application. 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

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.

Contacts

• Address Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Wendy York
• Phone: 785-817-2518
• Email: [email protected]