The Lead Information Receptionist position is assigned to the Veteran Experience Office and under the direct supervision of the Supervisory Information Receptionist, with primary duties and responsibilities as a Patient Navigator and Facility Front-line Representative at Carl Vinson VA Medical Center, Dublin, Georgia. The incumbent also provides administrative support for the Office of Veteran and Employee Engagement Service and coordinates wheelchair management for Carl Vinson VAMC.

Duties

Major Duties: Identify and Solve problems and offer assistance to Veterans, patients, families and visitors to address customer complaints or connect with appropriate individuals to resolve concerns. Provides necessary information to Information Receptionists, patients and visitors; helps assist with locations of clinical appointments, assistance with using the self-check-in machines (Kiosks) for patient check-ins, arrange transportation for patients unable to drive because of medical conditions by coordinating with the appropriate service providers. Ensures patients needing a wheelchair receive assistance and is responsible for assisting/escorting Veterans to their appointment location if needed. Communicate effectively both orally and in writing with people from various backgrounds and varying levels of understanding. Greet Veterans, patients, families and visitors with respect and dignity, distributes incoming calls promptly The Information Receptionist will assist veterans signing on to MyHealtheVet for the first time; provide appropriate documents for the release of information to ensure safety and security when utilizing the MyHealtheVet website. Demonstrates the ability to deal effectively with visitors/patients and staff through appropriate interpersonal relations. Approaches patients/families/staff/volunteers with kindness and courtesy. Makes a concentrated effort to effectively participate as a team member completing assignments and seeking assistance when needed. Works a tour of duty determined by patient flow requirements and as scheduled by the Lead Ambassador. The Information Receptionist assists in tracking patient clinic location/directions requests, signage and way finding deficiencies, and other opportunities for improvement as identified. The Information Receptionist will also assist in maintaining updated lists of Medical Center layouts and guides, along with up­-to-date renovation projects (changes in medical service locations) and inquiry tallies. Work Schedule: Monday - Friday 7:30am -4:00pm and 8:00am -4:30pm Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Lead Red Coat Information Rece/PD11173A Relocation/Recruitment Incentives: 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, 02/13/2024. 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-05 position you must have served 52 weeks at the GS-04. 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 (1) year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: leading a team of employees; collaborating with supervisor in the assignment of functions of team members to meet routine and unusual deadlines; distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization; monitoring the status and progress of work and makes day-to-day adjustments; maintaining current occupational and regulatory knowledge and answers questions and inquiries of other employees on procedures, policies and directives; amend or reject work not meeting established standards; providing information to the supervisor concerning promotions, reassignments, recognition of outstanding performance, and additional personnel needs; resolves simple, informal complaints of employees; serves as a timekeeper; first point of contact for customers and visitors; and assisting visitors or patients with wheelchair requests and/or escort request to appointments or clinics. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a full 4-year course of study leading to a bachelor's degree, with major study or at least 24 semester hours in subjects directly related to the position. (Transcript Required)OR, Combination: Applicants may also combine education and experience to qualify at this level. Only education in excess of the first 60 semester hours of a course of study leading to a bachelor's degree is creditable toward meeting the specialized experience requirements. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. (TRANSCRIPT REQUIRED). You will be rated on the following Competencies for this position: AccountabilityAnalysis and Problem SolvingCustomer 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: Typically, the incumbents(s) sit comfortably to do the work. However, there may be some walking standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile. 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

There is no educational substitution at this grade level.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Carl Vinson VA Medical Center 1826 Veterans Boulevard Dublin, GA 31021 US
• Name: Abdul Turay
• Phone: 919-286-0411 X178628
• Email: [email protected]