This position is in the Department of Veterans Affairs (VA), of the Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), Fayetteville NC Coastal Health Care System, North Carolina. The person in this position reports to the Chief, Veteran Experience Officer in the Veterans Experience Service Line, servicing as the Patient Relations Assistant (OA), providing a wide variety of customer service, administrative, and technical support.

Duties

This position is in the Department of Veterans Affairs (VA), of the Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), Fayetteville NC Coastal Health Care System, North Carolina. The person in this position reports to the Chief, Veteran Experience Officer in the Veterans Experience Service Line, servicing as the Patient Relations Assistant (OA), providing a wide variety of customer service, administrative, and technical support. Documents and reports the results of patient interviews and safeguards the patient's ethical, statutory and constitutional rights. Provides reports to the Medical Center's administration on corrective measures and service recovery actions taken on behalf of the Patient Advocate and/or the Veteran Experience Chief. Supports customer service needs of the clinics through regular communication, providing training, appointment to improvement teams and special projects. Provides administrative support for the Patient Experience Team by entering work orders for maintenance of equipment and ordering supplies. Determines correct office procedures and establishes guidelines for operations. Develops procedures to foster efficiency, productivity, and excellent customer experience. Performs office automation duties using such software applications such as word processing, spreadsheet, electronic mail, desktop publishing, calendar, database, and/or graphics Uses spreadsheet software to develop and change spreadsheets in order to graphically display data Schedules nutrition clinic appointments, prepares appointment confirmation letters, and enters appointment data Provides clerical support such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures, and similar information Maintains the appointment calendar, schedules appointments, reminds supervisor/staff members of the subject matter prior to meetings, and makes administrative arrangements as required Edits letters, composes letters and reports, reviews correspondence for accuracy and completeness, prepares public presentation outlines and meeting minutes, develops standard or form letters and replies to inquiries Serves as official timekeeper - notifying supervisors when leave limits are exceeded, posting staff time and attendance, processing timecards Performs other related duties as assigned Work Schedule: Monday - Friday, 7:30am - 4:00pm Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant (OA)/PD082600 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, 02/20/2024. 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-6 position you must have served 52 weeks at the GS-5. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade, GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Receiving and directing telephone calls and greeting visitors. Preparing correspondence, reports, and other documents based on information gathered from program files or other records. Establishing and maintaining program files and records. Knowledge of various office automation software, processing procedures, and function keys to produce a wide range of documents, such as graphics or tables within text, editing and reformatting electronic drafts, and updating and revising existing databases or spreadsheets. Knowledge of standard office equipment, such as computers, copiers, fax machines, and office automation systems to perform a substantial range of office automation support. Proper use of grammar, spelling, capitalization, punctuation, and commonly used specialized terminology to prepare written material correctly. Typing Proficiency: This position requires the skills of a qualified typist. In addition to meeting the experience and/or education requirements, you must be able to type at least 40 words per minute. Physical Demands: Assignments regularly involve extended periods of working at a computer or desk. You may be required to pick up loads of 15 pounds such as boxes of presentations and other literature and to push carts of supplies. You will be rated on the following Competencies for this position: ClericalCustomer ServiceManages and Organizes Information 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. 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.

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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Cheryl Acosta
• Email: [email protected]