The Information Receptionist/Red Coat Ambassador is assigned to the Veterans Experience Department. Serves in support of the overall mission of the Atlanta VA Health Care System to enhance the level of patient satisfaction and positive customer satisfaction in day-to-day operations. Directing callers, visitors, and provides the necessary information to patients and visitors.

Duties

This position is covered by American Federation of Government Employees (AFGE) bargaining unit. Per the Master Agreement, the Area of Consideration will be: FIRST - Facility-wide (including satellites) SECOND - Administration or Staff office posting the vacancy. THIRD - The Department or from any other appropriate. Duties typically include, but are not limited to: Remains courteous in all interactions with patients, visitors, and co-workers. Responsive to requests for help, information, and services. Knowledge of patient rights and responsibilities. Proficient in de-escalation techniques, managing conflict and problem solving. Performs accurate work in a timely manner. Maintains working knowledge of Medical Center Layout. Remains Calm in High Pressure Situations. Handles multiple inputs/situations. Handles tasks simultaneously. Demonstrates modeled behavior, attitudes expected of all staff. Identifies key players when assisting patients, visitors, and staff. Applies customer service theories and practices to the medical center healthcare environment. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD08162A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved 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, 11/03/2023. 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-5 position, Candidates may be advanced without time restriction to positions up to GS-5 if the position to be filled is no more than two grades above the lowest grade the employee held within the preceding 52 weeks under their latest non-temporary competitive appointment. 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. 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, education, or combination as described below: General Experience. One (1) year of progressively responsible clerical, office, or other work that indicates the ability to interpret reference material, provide information to customers, and work well with others. OR Education. Two (2) years of successfully completed education above the high school level in any field for which high school graduation or the equivalent. Note: This education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR Combination. Equivalent combinations of successfully completed post-high education and experience may be used to meet the total experience requirement of the GS-04 level. Note: Determination is made by calculating the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; then adding the two percentages. The total percentage must equal at least 100 percent to qualify an applicant for that grade level. (e.g., 6 months of qualifying experience meets 50% of required and 1 year of education meets 50% of required for a total of 100%). You will be rated on the following Competencies for this position: Organizational Awareness Flexibility Self-Direction Customer Service 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 ambulatory. There will be walking, standing, bending, carrying of items such as papers, books, small parts, etc. Must be able to assist in assembling wheelchairs. Must be able to push a wheelchair with a person no more 300 lbs. Must be able to retrieve wheelchairs from all parking decks throughout the Atlanta VA Health Care System. Must be able to walk throughout the entire facility wayfinding. Must be able to carry at least 20-50 lbs. 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. Education cannot be credited without proper documentation.

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 Atlanta VA Medical Center 1670 Clairmont Road Decatur, GA 30033 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]