The Primary Purpose of this position is: The incumbent serves as an Information Receptionist for the Veteran and Employee Experience Program with primary duties and responsibilities supporting the Patient Advocate Office, Patient Experience programs and Customer Service initiatives. The Organizational Location of the Position is: The position is aligned under the Veteran and Employee Experience Program under the Assistant Director of Outpatient Services.

Duties

DUTIES INCLUDE BUT ARE NOT LIMITED TO: Information Receptionist The incumbent carries out required performance of this position as information receptionist within the Veteran and Employee Experience Program. The position is designed to provide Veterans/patients, their families and visitors with quick inquiries, identify problems, and aid improve the experience of those visiting the campus. The services are designed to respond to customers immediate needs including 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. For those who do not know how to access medical center programs and/or services, personal assistance will be provided by the staff. The incumbent serves as the initial, as well as the final point of contact for guests entering and leaving the facility is a key influence toward patient/public perception. In this role, the incumbent performs these responsibilities using skills that will foster a culture of care at the VA facility. Clerical Duties The incumbent addresses customers by answering questions concerning the location of outpatient clinics, inpatient area pharmacy, radiology and lab services and other areas of the medical center. This can be by telephone or by direct contact. Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to manage challenging situations, and diffuse possible volatile situations with customers using proper resources (i.e. VA police) Office Automation The incumbent operates computer and photocopy/fax machine to make copies of forms, letters, etc. from the original, assembles and staples copied materials, and distributes completed photocopy work as directed. Work Schedule: Monday - Friday, 7:30am - 4:00pm or 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD09504A 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, 12/27/2024. You may qualify based on your experience and/or education as described below: General 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 - Answer telephones and provides clinical and non-clinical information to callers. ; Flexibility - Adapts daily work behaviors to improve the patient experience.; and Personal Security and Safety - Follows policies and procedures to ensure compliance.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two years above high school. 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 one year of college. 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: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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

Note: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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

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