This position serves as the Customer Service Ambassador/Patient Transporter, assigned to the Center for Development and Civic Engagement (CDCE) Service at the San Francisco VA Healthcare System (SFVAHCS). The Patient Relations Assistant works under the supervision of the Customer Service Ambassador/Patient Transport Supervisor, CDCE Service at SFVAHCS.

Duties

The Patient Relations Assistant carries out the duties and responsibilities as directed by the Customer Service Ambassador/Patient Transport Supervisor in the day-to-day Customer Service/Patient Transport Program operations, ensuring all patients and visitors have the best and safest possible experience while at SFVAHCS. Major duties and Responsibilities Assists patients, visitors and staff throughout the facility while continuously implementing regulatory guidelines at the direction of the supervisor. Assists all Veterans, patients, visitors and internal customers in outpatient clinics, inpatient wards, and administrative offices with forward greeting and wayfinding. Transports patients via wheelchairs, gurneys, and people mover cart in a safe and timely manner to appointments and testing throughout the hospital. Shuttling patients and visitors between facility buildings and parking lots in people mover cart. Identifying emergent situation and responding appropriately. Dispatching requests from internal and external customers; and acting as information receptionists for CDCE and Veteran Service Officers. Responds to questions and concerns by providing clear answers and/or escorting individuals to the information desk, Service Level Advocates, Veterans Service Officer, or appropriate department for a warm hand-off, as appropriate. Actively seek out patients and visitors in need of assistance by maintaining situational awareness, identifying those who may look lost, confused or in need of assistance. Responds to dispatch requests from all clinical and administrative offices to include patient, specimen, medication, and morgue transport requests. Observes entrances, stairways, steps, ramps, parking lots and other high-risk areas to prevent and/or respond to patient falls, other adverse events, and emergent situations, taking appropriate actions and calling emergency codes as necessary. Assists with execution and logistical support of on-site and community events to include some weekends, evenings, and holidays. Work Schedule: Monday-Friday, 7:30am-4:30pm Telework: Not applicable Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant-Customer Service Ambassador/Patient Transporter/PD03110A 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, 07/05/2024. 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 year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Extensive knowledge and skill in Patient Centered Care; Safe Patient Handling; Patient Safety; Customer Service; Communication; Problem Solving; Conflict Resolution; Prevention & Management of Disruptive Behavior; and extensive knowledge of VA, SFVAHCS, and CDCE Services, policies, and procedures. Knowledge of the major issues, program goals, and objectives, work processes, and administrative operations of the organization. Extensive knowledge of the Survey of Healthcare Experience of Patients, and other data resources used to impact the patient experience. Skill in navigating Computerized Patient Record System (CPRS) and Veterans Integrated System Technology Architecture (VISTA) to identify patient appointment and inpatient admission information. 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. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Successfully completed four (4) years above high school. Education must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. You will be rated on the following Competencies for this position: AccountabilityAdministration and ManagementConflict ManagementCustomer Service (Clerical/Technical)Integrity/HonestyOral Communication 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 prolonged standing, extensive walking, bending, lifting, patient transfers, carrying items such as walkers and equipment, pushing wheelchairs and gurneys, and driving people mover shuttle cart. Occasional working parties involving loading and unloading of donations, supplies & equipment for on-site and community events. Occasional use of motor vehicles may be required. Work environment: Work environment consists of various locations throughout the hospital to include clinics, Emergency Department, inpatient wards, Community Living Center, waiting areas and outdoors environments with exposure to the elements such as parking lots, monuments, sidewalks, and breezeways. Occasional off-site events both indoors and outdoors. The work involves the everyday risks and discomforts typical of these environments. Customer Service/Patient Transport operations are 24 hours a day/7 day a week, work may include traditional and alternative work schedules to include 8-12 hours shifts, weekends, holidays, night shifts, swing shifts and rotation of shifts. The incumbent may encounter medically emergent patients with the possibility of exposure to communicable diseases. Incumbent may also encounter hostile persons during the course of duty. 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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Brenda Johnson
• Phone: 7275986871
• Email: [email protected]