This position is located at the Edward Hines Jr., VA Hospital, Hines, IL - a Level 1a Complexity VHA Facility, and is organizationally aligned under the Customer Relations and Engagement Office.

Duties

The primary purpose of the position is to provide 1st Level supervision for the Facility Patient Information/Red Coat Ambassador Program (formerly Patient Escort and Screener Program) in support of the overall mission to enhance the level of patient satisfaction and positive customer satisfaction in day-to-day operations. The Red Coat Ambassador Program is designed to provide Veterans, Family Members and Guests with staff who can respond quickly to inquiries, identify problems, and aid/improve the experience of those visiting the campus. The services provided by the Red Coat Ambassador Program are designed to provide navigation, direction, and information assistance. As a key challenge of patients, navigating the campus will be a primary focus along with providing a positive first impression, especially for those who do not know how to access Medical Center programs and/or services. Major Duties to include, but not limited to: Serve as the initial, as well as the final point of contact for Veterans, Family Members and Guests entering and leaving the facility, and is a key influence toward patient/public perception. Receives and directs callers and visitors Ensures patients needing a wheelchair receive assistance and is responsible for assisting/escorting Veterans to their appointment location if needed. Provides information about the organization, its functions, activities and personnel. Inquiries vary widely and information given requires explanation of office functions, describing specific requirements, providing basic instructions, or similar degree of detail. Demonstrates the ability to effectively communicate both verbally and in writing. Works a tour of duty determined by patient flow requirements and as scheduled by the Lead Ambassador. Follows established safety practices and reports, as promptly as possible, unsafe conditions and unsafe or broken equipment, unsafe practices or occupational illness or injury, which is sustained. Adheres to all safety and health standards, regulations, and work practices and uses proper protective equipment as required. This position requires you to work nights and/or weekends. Work Schedule: Monday-Friday, various tours available 5:00am - 11:00pm. Including Weekends and Holidays. Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD22191A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/30/2024.You may qualify based on your experience and/or education as described below: GS-4 Level Grade Requirements: EXPERIENCE: Must have one year of general experience. GENERAL EXPERIENCE is progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of this position being filled. OR EDUCATION: Must have successfully completed at least two years of education above the high school level. This education must have been obtained in an accredited business 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. OR COMBINATION: Must have successfully completed equivalent combinations of post-high school education and experience as described above. TRANSCRIPT REQUIRED You will be rated on the following Competencies for this position: ClericalCustomer Service (Clerical/Technical)Oral CommunicationWritten 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 Demands: The work required prolonged periods of time standing, walking along with Patients, their families and visitors, and sitting at computer for extended periods of time to perform work. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients, and to to carry light objects such as files, clipboards, medical records, etc. Work Environment: The work environment involves everyday risks or discomforts which require normal safety precautions typical of a medical center. Work may also be performed in an outdoor setting in a wide variety of environmental conditions and in an indoor setting. The incumbent may be exposed to communicable diseases. Safety precautions are sometimes necessary. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Edward Hines Junior Hospital 5000 South 5th Avenue Hines, IL 60141 US
• Name: Amy McCrary
• Phone: (708)953-5124
• Email: [email protected]