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). Incumbent carries out the duties and responsibilities as directed by the 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.

Duties

Major duties and Responsibilities: 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. Respond to dispatch requests from all clinical and administrative offices to include patient, specimen, medication, and morgue transport requests. Responds to questions and concerns by providing clear answers and/or escorting individuals to the information desk. 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 from clinics, wards, administrative offices and patients or visitors via telephone, radio, and other electronic communication systems. Respond to emergent situations by taking appropriate actions and calling emergency codes as necessary. Knowledge of VA, SFVAHCS, and CDCE Services, policies, and procedures. Navigating Computerized Patient Record System (CPRS) and Veterans Integrated System Technology Architecture (VISTA) to identify patient appointment and inpatient admission information. Assist with light grounds keeping, monument cleaning and flag replacement in preparation of holidays and onsite events. Assist with other administrative and logistical support as assigned. Assist with any other duties as assigned. Work Schedule: Monday - Friday (07:30am- 04:00pm, and 08:00am- 04:30pm) Position Description Title/PD#: Patient Relations Assistant (Customer Service Ambassador/Patient Transporter)/PD03110A 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 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.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-05 grade level: One year of specialized experience (equivalent to the GS-04 grade level in the federal service) or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: 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. 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. 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 Applicants may substitute education for the experience required for the GS-05 level. 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 Applicants may also combine education and experience to qualify at the GS-05 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. 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. 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.

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.

Contacts

• Address San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Brenda Villalta
• Phone: (713)677-3699
• Email: [email protected]