This position is located in the Veterans Experience Office, for the North Florida/South Georgia Veterans Health Care System. The Veterans Experience Office is responsible for ensuring that all Veterans, family members, and caregivers receive top quality care and service that meets their needs. They provide information, customer assistance, patient advocacy, and complaint and conflict resolution.

Duties

The Information Receptionist serves as the first representative of the facility for the patients and visitors accessing the North Florida/South Georgia VHS. Obtains information using computer based systems and the Internet to better serve the patient when problems arise. Assists the Patient Advocates with conflict resolution and solving problems at hand before they can get out of control. Ability to work well and communicate with individuals and groups with varied backgrounds, experience, and education. Consistently communicates and treats customers (Patients, their representatives, visitors, and all staff) in a courteous, tactful, and respectful manner. Must be comfortable to initiate contact with Veterans, family members and the public entering the facility. Provides follow-up to Patients and visitors leaving the facility by inquiring if their questions and needs have been addressed during their appointment or other business at the facility. Ability to understand, use and maintain records within the health care system, SharePoint sites, Intranet (internal), Internet (external), communicate with staff via telephone, email and/or MS Teams. Must be courteous and tactful in all interactions with both internal and external stakeholders. Performs other related duties as assigned. Work Schedule: M-F 8:00am- 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD06022A 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, 10/27/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-4 position you must have served 52 weeks at the GS-3. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of general experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include, but are not limited to: performing work such as entering data, maintaining records, answering phones, filing items, and using and completing forms, etc. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high school. OR, Combination: Applicants may also combine education and experience to qualify at this level. Equivalent combinations of successfully completed post-high school education and general experience (as described above) may be used to meet total experience requirements at the GS-4 level. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. You will be rated on the following Competencies for this position: ClericalCreative ThinkingCustomer Service (Clerical/Technical)Interpersonal Skills 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 work is very active. The position requires the employee to be on their feet at least 50% to 75% of the time to greet Veterans, family members and other visitors as they arrive and leave the facility as well as cover waiting areas throughout the facility. While some of the work may be at an information desk located near the main entrance of the facility, the majority of the work is intended for the employee to be actively interacting with Veterans and visitors throughout the workday away from the desk. 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 Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Ercella Grant
• Phone: (347) 213-6305
• Email: [email protected]