Information Receptionist

The purpose of this position is to serve as the receptionist in support of the overall mission of the VA Medical Center and enhance the level of patient satisfaction and positive customer satisfaction in day-to-day operations. The Information Receptionist is assigned to the Community Relations and Engagement Service.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/31/2024.

You may qualify based on your experience and/or education as described below:

• General Experience: Do you possess at least one year of general experience that equipped you with the knowledge, skills and abilities required to successfully perform the duties of this position. Examples of general experience include skillful in customer service application. Adept collaborator with Veterans, visitors, and staff. Knowledge in organizational units, functions, and key personnel within clinic. Ability to stand, walk and push wheelchairs. Masterful with screening requests according to priority, referring inquiries to appropriate sources. Research and resolve issues and concerns. Computer proficiency. Knowledge of HIPPA policies and regulations possess working experience in customer service and problem solving. Must have one year of Specialized experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization.
• Qualifying general experience is documented experience progressively of basic or commonly used rules, procedures, or operations that typically requires some previous training or experience and indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. At least 6 months of general experience or 1 year above high School.
• Examples of General Experience: Progressively responsible clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the Information Receptionist or equivalent combinations of educations and experience are qualifying for all grade levels and positions for which both educations and experience are acceptable.

You will be rated on the following Competencies for this position:

• Accountability
• Communication
• Creative Thinking
• Customer Service (Clerical/Technical)
• Information Assurance
• Interpersonal Skills
• Organizational Awareness

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 is performed throughout the Medical Center and includes extensive walking, standing, bending, carrying of light items such as papers, books, etc., pushing visitors in wheelchairs. No special physical demands are required to perform the work. Work is performed in adequate, lighted and climate controlled areas and may also require assistance to visitors located outdoors for short periods of time.

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/.

Responsibilities:

Duties are but not limited to:

• Provides a variety of information from inquiries received on a routine and recurrent basis. Questions the caller or visitor to gain and obtain information necessary to make a proper referral to give appropriate information or instructions.
• Receives and directs callers and visitors, provides necessary information to patients and visitors, assists with locations of clinical appointments and check-ins.
• Meets, greets, and assists with coordination of patient information services for the Service Unit. Informs of location and directions to clinics, office, and other services.
• Provide assistance with patient self check-ins using Kiosks and arranging transportation for patients.
• Assisting/Escorting Veterans to their appointment location if needed.
• Serves as the authenticator for the MyHealthVet Program
• Tracks patient clinic location/directions requests, signage and wayfinding deficiencies and other opportunities for improvement.
• Maintain updated lists of Medical Center layouts and guides, renovation projects (changes in medical service locations) and inquiry tallies.
• Performs other duties as assigned.

Work Schedule: Monday - Friday, 8:00am - 4:30pm (subject to change based on agency needs)
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Information Receptionist/PD01654A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required