The Veterans Affairs Pacific Islands Health Care System (VAPIHCS) is a Level 3 facility serving Veterans in the Pacific Basin, a geographic service area of 2.6 million square miles, and spread over three time zones. VAPIHCS offers a full range of comprehensive health care services. This position reports to the Health Care Navigator/Customer Service Supervisor. VES provides effective, strategic management of human, financial, and educational resources to enhance the Veteran Experience.

Duties

Incumbent carries out the duties and responsibilities as directed by the Health Care Navigator/Customer Service Supervisor in the day-to-day program operations, ensuring all patients and visitors have the best and safest possible experience while at VAPIHCS. Services provided are designed to respond to immediate needs including navigation, direction, escort (includes wheelchair assistance as needed), information and complimentary wheelchair inventory management. The incumbent has knowledge; experience and skills that demonstrate the ability to assist a high volume of requests; possesses an adequate level of knowledge pertaining to National, VISN and Local policies, procedures, and programs; exhibits sound judgement, strong customer service and Prevention and Management of Disruptive Behavior skills, Safe Patient Handling, patient safety, infection prevention, and care pertaining to healthcare navigator services. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Schedule will vary Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant - Healthcare Navigator/PD03015A, 03016A, 03017A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/12/2024. 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 GS5 position you must have served 52 weeks at the GS4. 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: To qualify for this position at the GS-03 level, you must possess one of the following: A. Six months of general experience that has equipped you with the knowledge, skills, and abilities to perform successfully the duties of this position. General experience includes visitor support and patient assistance, reception area maintenance, and general administrative support. -OR- B. One year of education above high school (30 semester hours or 45 quarter hours). This education was obtained in an accredited business, secretarial or technical school, junior college, college, or university.-OR- C. Equivalent combination of experience and education that, together, equal 100% of the qualification standards listed above when combined. To qualify for this position at the GS-04 level, you must possess one of the following: A. One year of general experience that has equipped you with the knowledge, skills, and abilities to perform successfully the duties of this position. General experience includes visitor support and patient assistance, reception area maintenance, and general administrative support. -OR- B. Two years of education above high school. This education was obtained in an accredited business, secretarial or technical school, junior college, college, or university.-OR- C. Equivalent combination of experience and education that, together, equal 100% of the qualification standards listed above when combined. To qualify for this position at the GS-05 level, you must possess one of the following: A. One year of specialized experience equivalent to at least the GS-04 grade level performing the following type of work and/or tasks: assisting patients, visitors, and internal customers in outpatient clinics, and administrative offices with forward greeting; wayfinding; complimentary wheelchair assisted transports; shuttling patients and visitors between facility buildings and parking lots; reporting emergent situations to the Supervisor; and responding to assigned requests from internal and external customers.-OR- B. Four years above high school. This education was obtained in an accredited business, secretarial or technical school, junior college, college, or university.-OR- C. Equivalent combination of experience and education that, together, equal 100% of the qualification standards listed above when combined. (only education in excess of 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.) You will be rated on the following Competencies for this position: CommunicationCustomer Service (Clerical/Technical)Interpersonal SkillsTeamwork 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 at a desk, extensive walking, prolonged standing, bending, lifting, escorting patients, assisting with patient transports by pushing wheelchairs, carrying items such as walkers and equipment, pushing wheelchairs, and driving shuttle cart. Occasional on-site events assistance involving loading and unloading of donations and supplies and equipment. 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 Spark M Matsunaga Department of Veterans Affairs Medical Center 459 Patterson Road Honolulu, HI 96819 US
• Name: Frances Medina
• Phone: 000-000-0000
• Email: [email protected]