The incumbent serves as an Experience Assistant (Ambassador) for the Tennessee Valley Healthcare System (TVHS) Veteran Experience Office (VEO) and Ambassador Service with primary duties and responsibilities supporting the VEO and Ambassador Program Service Chief. The position is located within VEO and Ambassador Service under the Deputy Director for TVHS.

Duties

The incumbent carries out the required performance of this position as an Experience Assistant, Ambassador Service to the VEO and Ambassador Service office at TVHS. This program is designed to provide our Veteran patients, their families, and visitors with staff who can respond quickly to inquiries, identify problems, and offers assistance when our customers do not know how to access medical center information, programs and/or services. The core duties of this position include but are not limited to: Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to different people from varied backgrounds and different situations. Provides wayfinding and often takes Veterans and visitors to locations when they have difficulties with instructions provided. The incumbent is expected to provide coverage, as needed, for the transportation of Veteran patients both on campus and between campuses serviced by TVHS, under the authority of the Chief, Veteran Experience Office and Ambassador Service. Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to handle upset callers and diffuse possible volatile situations with Veterans, visitors, and staff. The incumbent is responsible for communicating effectively with individuals from varied backgrounds as well as those with mental and/or health problems. Incumbent demonstrates the practice of using interpersonal communication skills which foster effective working relationships with Veterans, volunteers, staff, community groups, students, business associates, and the public. Explores all avenues to properly identify the nature and score of the problem and to initiate appropriate action to expedite a resolution. The incumbent is responsible for assisting Veterans with in-person authentication of the My HealtheVet Program. Provides patient transport services which requires pushing wheelchairs, transport chairs, gurneys, stretchers, and hospital beds, assists with morgue runs, and other medical equipment. Receives and resolves patient and visitor concerns ensuring quality service is rendered in a timely, competent, and caring manner. Work Schedule: Tuesday - Saturday | 7:00 AM - 3:30 PM Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (Ambassador)/PD70861A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized 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, 01/13/2025. You may qualify based on your experience and/or education as described below: GS-5 SPECIALIZED EXPERIENCE: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Answering phones and responding to customer inquiries. Providing clerical and/or administration support in a medical center or hospital. Transporting and escorting patients to clinics. Pushing wheelchairs, gurneys, and other medical equipment. Lifting patients. Preferred Experience: 1-2 years of customer service experience OR EDUCATION: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed four (4) years of education above high school. (Transcripts MUST be submitted with your application.) OR COMBINATION: Applicants may also combine education and experience to qualify at this level. You must have a combination of of the required specialized experience and education. For GS-5 level positions, combinations of only 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 must be clearly indicated in your resume. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Interpersonal SkillsOrganizational Stewardship 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 incumbent is required to stand and walk for prolonged periods of time and sitting at computer for long periods of time. The work is primarily physical with requires standing, walking bending, lifting, kneeling, and pushing wheelchairs, transport chairs, gurneys, stretchers, medical beds, and other medical equipment. The work requires above average agility and dexterity. The work requires heavy lifting of equipment or patients. The incumbent must be able to operate a vehicle in a sitting position for prolonged periods of time in extreme weather conditions. 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/.

Contacts

• Address Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Caitlin Clabough
• Email: [email protected]