The Primary Purpose of this position is: The incumbent is to receive and direct individuals who call or visit the medical facility and provide them with information concerning the organization, functions, activities and personnel or the organization. The Organizational Location of the Position is: Office of the Assistant Director for Outpatient Services within the Organizational Change and Culture Transformation Services at the VA North Texas Health Care System (VANTHCS), Dallas TX.

Duties

Major Duties include but are not limited to: Answers telephones and provides clinical and non-clinical information to callers in the Patient Advocates Office. Screens and Triages visitors to Patient Advocates Office to determine nature of issues and direct them where appropriate. Takes appropriate and precise messages and then routing them to the proper personnel using the provided tools (IM, Telephone, PATS, or Message Manager). Protects all information from unauthorized release, alteration, loss ,and deletion and complies with security policies regarding access to computerized and paper files. Manages patient and family complaints and concerns with all stakeholders and direct to the appropriate source for resolution and action. Adapts daily work behaviors to improve the patient experience. Complies with policies and guidelines regarding the protection of security information and protects patient information from unauthorized verbal release. Follows policies and procedures to ensure compliance and reports safety related hazards within 24 hours to Supervisor or designee. Work Schedule: Monday - Friday 7:30 am to 4:00 pm. Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD09504A Relocation/Recruitment Incentives: Not Authorized 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, 12/18/2024. 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-04 position you must have served 52 weeks at the GS-03. 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: Experience: You must have one year of general experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Examples of general experience would typically include, but are not limited to: Customer service; Follow policies and procedures in relation to patient rights; Office Automation; such as computers, computer software and applications, copiers, printers, scanners and facsimile machines OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high school (TRANSCRIPT REQUIRED) 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 1 year above high school (TRANSCRIPT REQUIRED) You will be rated on the following Competencies for this position: Customer Service Flexibility Personal Security and Safety 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: Work requires some physical exertion such as extensive walking, taking stairs, standing, bending, carrying of light items such as boxes of paperwork or files, pushing visitors in wheelchairs. Some of the work is sedentary in an office setting; however the employee works and circulates throughout VANTHCS. 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/.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited by the U.S. Department of Education at the time of graduation but is no longer listed on the U.S. Department of Education's website, you must provide documentation of accreditation with your application packet.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]