These positions serve as a Red Coat Transport Ambassador Guest Relations for Office of Veteran Experience with primary duties and responsibilities supporting the Office of Veteran Experience and/or Service Chief.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major Duties: Provides basic transport of patients to and from departments. Serves as the initial, as well as the final point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others. Greets and direct callers over the telephone and in person with precise clear instructions. Provides a variety of information about the organization, its functions, and activities and is able to meet the needs of the individual and explain in general terms the information in a way that is understandable to the target audience. Directs Veterans, visitors, and callers to appropriate staff member and/or department based on specific request or by determining the nature of the need and initiates service recovery when needed. Takes accurate messages and ensures their delivery to support a responsive 35% VHA Ann Arbor, MI PD #92171-A 2 culture to the customer. Operates computer and photocopy machine to make copies of forms, letters, etc. from the original, assembles and staples copied materials, and distributes completed photocopy work as directed. Utilizes sound judgment and critical thinking skills to prioritize actions and meet urgent/emergent patient needs in an unpredictable, rapidly changing environment of care. Recognizes individual and age-specific needs of patients and delivers care accordingly. Utilizes verbal or written "hand off' interactive communication that allows the opportunity for questioning between giver and receiver of patient information. Access patient information only when required for the performance of duties. Maintains confidentiality and integrity of all materials containing patient's identifiable and sensitive information. Reports safety hazards in the environment that can contribute to falls or other injuries to patients and takes appropriate action. Demonstrates basic knowledge of equipment safety, i.e., wheelchair, stretcher, and other lift equipment. Listens and encourages patients/significant others to verbalize concerns. Performs other duties as assigned Work Schedule: To be determined Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved

Requirements

Qualifications

GENERAL EXPERIENCE: Applicants must possess one (1) year of general experience, defined as progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. -OR- SUBSTITUTION OF EDUCATION FOR EXPERIENCE (TRANSCRIPT REQUIRED): Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate 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 OF EDUCATION AND EXPERIENCE (TRANSCRIPT REQUIRED): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements. You will be rated on the following Competencies as part of the assessment questionnaire for this position: AgilityCustomer ServiceManages and Organizes Information IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: Work requires standing and walking for prolonged periods of time along with 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. You will also be required to carry light objects such as files, clipboards, medical records, etc. 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

IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Contacts

• Address Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]