Serves as an Information Receptionist working under the Veteran Experience Office. This department is responsible for Complain Management, Stakeholder Relations, Patient Satisfaction, Patient Satisfaction Survey Scores, and Improvement Plans (Service Quality and Service Recovery), Patient Compliment/and Complaint letters.

Duties

Major duties include: Provides a positive welcoming message and courteous, helpful service to arriving and departing patients, visitors, and G.V. (Sonny) Montgomery VA Medical Center staff. Works effectively as part of the transformational team dedicated to enhancing the Veteran Experience and Patient Centered Care. Keeps in mind, this is a front-line position and the first impression of our hospital. Responds to all telephone calls using positive, customer friendly telephone etiquette always utilizing a salutation, identifying self and location. Provides accurate and timely responses to request for information and directions. Assist with locating staff, bus information, taxi information, and other general information. Directs Veterans, family members and other visitors to the appropriate office or service within the facility. When indicated accompanies the Veteran to the appropriate location to ensure the individual gets to the desired location and is introduced to the appropriate staff inn the area that will be proving the service to the Veteran. Provides follow-up to Veteran and visitors leaving the facility by inquiring if their questions and needs have been addressed during their appointment or other business at the facility. If further follow-up is indicated, assists the individual to get the necessary information or forwards the additional need to the appropriate VA employee or service to provide the necessary service to complete the individual needs. Work Schedule: Monday - Friday, 7:30 AM - 4:00 PM - Subject to change based on the needs of the facility. Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD84274A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required BU agreement: 1st Area of Consideration - current permanent G.V. (Sonny) Montgomery VA Medical Center employees including satellites; 2nd Area of Consideration - current permanent Veterans Healthcare Administration employees; 3rd Area of Consideration - current permanent VA Nationwide employees; 4th Area of Consideration - All Other Status Applicants.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/20/2024. You may qualify based on your experience and/or education as described below: General Experience: You must have six (6) months of general experience that equipped you with the particular knowledge, skills, and abilities (KSA's) needed to successfully perform the duties of the position and that is typically in or related to this Information Receptionist position to be filled. General experience includes (1) Any type of work that demonstrates the applicant's ability to perform the work of the position, or (2) experience that provided a familiarity with the subject matter or processes of the broad subject area (i.e. providing customer service and communicating effectively with customers and/or patients, etc.) of the occupation. (This experience must be supported by your resume to be creditable.) OR, Education: Successfully completed one (1) year of education 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. 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. (Transcripts Required) OR, Combination: Applicants may also combine education and general experience to qualify at this level. You must have an combination of general experience and successfully completed post-high school education. (Transcripts Required) You will be rated on the following Competencies for this position: ConscientiousnessCustomer 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 regular and recurring work of the position involves sitting, standing, and walking as much as 50% of the time. There may be the pushing of wheelchairs, carrying of light items such as papers and books. No special physical demands are required to perform the work. Work Environment: The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as in an active patient environment, offices, meeting and training rooms. The work area is adequately lighted, heated and ventilated in a very public area of the facility. The OSHA Blood borne Pathogen exposure is low. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address GV Sonny Montgomery VAMC 1500 East Woodrow Wilson Drive Jackson, MS 39216 US
• Name: Lester Chan
• Phone: 224-284-9105
• Email: [email protected]