The incumbent serves as a Supervisory Program Support Assistant (Ambassador Service Supervisor) for the Tennessee Valley Healthcare System, Center for Development and Civic Engagement and Ambassador Service (CDCE) with primary duties and responsibilities supporting the Assistant Chief, CDCE and Ambassador Service and Chief, CDCE and Ambassador Service. The position is located in CDCE and Ambassador Service under the Deputy Health System Director TVHS.

Duties

The Supervisory Program Support Assistant (Ambassador Service Supervisor) plans, organizes, and oversees the activities of the Ambassador Services Program. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Ambassador Services Program for all Veteran enrollees. He/She is responsible for oversight of the Ambassador Services Program which requires development of policies and procedures for program operation. Administers information and uses analytical systems to evaluate and enhance the quality of services provided to Veterans accessing care throughout the Healthcare System. Duties and responsibilities of the Supervisory Program Support Assistant include but are not limited to: Oversees the Ambassador Service Program by ensuring work assignments in the area are carried out and assesses the quality and quantity of the work produced by each employee. Provides a channel through which patients and visitors can seek assistance to meet unresolved needs, then works with staff to optimize the veteran's and family experience. Improving the Veteran experience by managing non-clinical needs by proactively assisting with physical and experientially navigation of the complex array of services and layout of the health care system. Ensures the Veteran and family members needs are met from the time of arrival at the healthcare facility to the departure of the grounds, including, coordinating parking lot shuttle rides, patient transportation, patient escort through the facility, visitor greeting, wayfinding and problem resolution. Leads efforts to build, sustain and implement Ambassador services best practices by providing technical and administrative supervision to Program Support Assistants (Ambassadors), by directing, coordinating and overseeing work. Prepares the plans for work to be accomplished by subordinates such as: set short/long term priorities, prepares schedules, approves leave requests and provides required training. Creates a positive environment of a group of people working together to encourage trust. collaborate , and be committed to other team members to achieve the common goal of providing outstanding customer service to our Veterans and family members. Responsible for assessing performance of subordinate staff. Work Schedule: 8:30am - 5:00pm Monday - Friday; Subject to change depending on agency needs. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant Ambassador Supervisory Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Financial Disclosure Report: Not required Physical Requirements: The regular and recurring work of the position involves sitting at a desk, extensive walking, standing and bending, and carrying items such as walkers, pushing wheelchairs, transport chairs, stretches and hospital beds. Occasional use of automobile and public conveyances may be required. Work Environment: The incumbent will be working primarily in a hospital or other clinical setting. The work involves the everyday risks and discomforts typical of this environment. The incumbent may encounter medically emergent patients with the possibility of exposure to communicable diseases. Visits are necessary to inpatient units, clinics, waiting rooms, entrances and exits. Some work will occur outside of the hospital or clinical setting, in parking lots and exterior settings, exposing incumbent to weather extremes.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/30/2024. 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-07 position you must have served 52 weeks at the GS-06. 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. Examples of appropriate SF-50s include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50s at the highest grade held with an effective date more than one year old. Award 50s do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. In addition to meeting the Time-in-Grade requirement above, you may qualify based on your experience as described below: MINIMUM QUALIFICATIONS GS-07: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Qualifying specialized experience is defined as the development of polices and procedures for program operation. Management of patients' considerable non-clinical needs to improve their hospital experience by proactively helping patients navigate, physically and experientially, the complex array of services and physical layout of the Healthcare System. Review work to assess quality and quantity of work produced by each employee, formulates written procedures and performance standards, reviews work in progress to ascertain problem areas and takes corrective action as necessary. 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. 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. You will be rated on the following Competencies for this position:CommunicationCustomer Service (Clerical/Technical)Interpersonal SkillsLeadershipTeamworkExperience 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.

Education

There is no educational substitution at this grade level.

Contacts

• Address Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Jamaraca Houseton
• Phone: 4043683303
• Email: [email protected]