Information Receptionist
The Information Receptionist (OA) provides support to the Veteran Experience Officer in all program activities and support the clerical and professional staff by serving as a contact for veterans and beneficiaries seeking care, experiencing problems, and requesting information from this medical center. The program is designed to provide Veterans/patients, their families and visitors with staff who can respond quickly to inquiries, identify problems, and aid improvements to the experience of those visiting the campus. As the Information Receptionist (OA), the incumbent's duties include, but are not limited to:
Serve as the initial and final point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. Exercise oversight authority and oversee the daily workload and operations of Volunteer Red Coat Ambassadors and provide guidance involving work assignments and review relative to volunteer staff. Pull daily admission statistics and review number of patients to be visited. Utilize comment cards to assess Veteran Experience in-person and over the phone to both inpatients and outpatients to collect immediate patient feedback. Review comment cards and analyze the contact for just-in-time service recovery. Serve as the liaison between the Veteran Experience department and patients in a manner that creates loyalty and improves overall patient and customer satisfaction. Perform customer service guest relations, show understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relate well to people from varied backgrounds and different solutions. Greet and direct callers over the telephone and in person with precise, clear instructions. Provide information about the organization, its functions and activities. Perform under pressure and under difficult circumstance and monitor emergency situations and responses. 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. facility police). Operate computer and photocopy machine to make copies of forms, letters, etc. from the original, assemble and staple copied materials and distribute completed photocopy work as directed. Work with customers in determining the nature of the need, questions or complaint, and respond to questions, providing information and navigation guidance, and refer matters to the appropriate area supervisor and/or patient advocate liaison/representative for action as appropriate. Identify situations of an emergent nature, so the patient's health and well-being are not jeopardized. Assist with transport of patients from their vehicles to admissions to their destinations; internally from ward-to-ward or ward to clinic; and finally, to discharge and their vehicle. Work Schedule:
Various tours of Duty - Primarily between 7:
00AM-5:
00PM; may require occasional scheduling outside those hours. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Information Receptionist/PD30375A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2020. MINIMUM
Qualifications:
This section includes questions about the qualifications for each grade level of this vacancy. From the descriptions below, please select the response that best reflects your level of experience and/or education for this position. Experience - Applicants must have one (1) full year of general experience equivalent to the next lower grade level (GS-3) level. Examples of General experience would typically include, but are not limited to answering phones, responding to patient inquiries and/or complaints, compliments, routine clerical duties, administration support, customer service, utilizing office equipment and using a computer and programs. NOTE:
Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR, Substitution of Education - Applicants may substitute education for experience. Successful completion of 2 years of education above high school level in any field. (Transcripts must be submitted at the time of application and must reflect coursework, grades and hours earned.) OR, Combination of Experience and Education - Applicants may combine experience and education. Applicants must have a combination of experience as described above and education above the high school level as described above. (Transcripts must be submitted at the time of application and must reflect coursework, grades and hours earned.) Note:
To combine education and experience, first determine how much of the qualifying experience and education you have, as a percentage of what is required for each. Add the percentages together, and if the total is 100% or more, then the combined education and experience is qualifying for the position. EXAMPLE:
the applicant has 6 months of specialized experience and 6 semester hours of college (in directly related courses). That means the applicant has 50% of the required one year of experience and 67% of the education required to substitute for education. The total qualifying experience and education add up to 117%. The applicant can combine his or her experience to qualify for the position. Must be able to type 40 words per minute (WPM). 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 Demands - Work will require walking, standing, bending, carrying of light items and occasionally assisting with a wheelchair while performing the duties of the Veteran Experience Programs. In some instances, relationships with patients can become intense and the employee is constantly placed in a position of stress. Work is in direct contact with patients and healthcare staff in a health care setting. Work Environment - Work is performed throughout the facility and in an office setting. The Medical Center treats veterans with a wide variety of unknown medical problems including psychiatric patients. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile or irrational as well as occasional encounters with medically emergent patients and those with infectious diseases. Regular visits are necessary to various outpatient clinic and inpatient areas as well as administrative offices. Safety precautions are sometimes necessary. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Serve as the initial and final point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. Exercise oversight authority and oversee the daily workload and operations of Volunteer Red Coat Ambassadors and provide guidance involving work assignments and review relative to volunteer staff. Pull daily admission statistics and review number of patients to be visited. Utilize comment cards to assess Veteran Experience in-person and over the phone to both inpatients and outpatients to collect immediate patient feedback. Review comment cards and analyze the contact for just-in-time service recovery. Serve as the liaison between the Veteran Experience department and patients in a manner that creates loyalty and improves overall patient and customer satisfaction. Perform customer service guest relations, show understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relate well to people from varied backgrounds and different solutions. Greet and direct callers over the telephone and in person with precise, clear instructions. Provide information about the organization, its functions and activities. Perform under pressure and under difficult circumstance and monitor emergency situations and responses. 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. facility police). Operate computer and photocopy machine to make copies of forms, letters, etc. from the original, assemble and staple copied materials and distribute completed photocopy work as directed. Work with customers in determining the nature of the need, questions or complaint, and respond to questions, providing information and navigation guidance, and refer matters to the appropriate area supervisor and/or patient advocate liaison/representative for action as appropriate. Identify situations of an emergent nature, so the patient's health and well-being are not jeopardized. Assist with transport of patients from their vehicles to admissions to their destinations; internally from ward-to-ward or ward to clinic; and finally, to discharge and their vehicle. Work Schedule:
Various tours of Duty - Primarily between 7:
00AM-5:
00PM; may require occasional scheduling outside those hours. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Information Receptionist/PD30375A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2020. MINIMUM
Qualifications:
This section includes questions about the qualifications for each grade level of this vacancy. From the descriptions below, please select the response that best reflects your level of experience and/or education for this position. Experience - Applicants must have one (1) full year of general experience equivalent to the next lower grade level (GS-3) level. Examples of General experience would typically include, but are not limited to answering phones, responding to patient inquiries and/or complaints, compliments, routine clerical duties, administration support, customer service, utilizing office equipment and using a computer and programs. NOTE:
Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR, Substitution of Education - Applicants may substitute education for experience. Successful completion of 2 years of education above high school level in any field. (Transcripts must be submitted at the time of application and must reflect coursework, grades and hours earned.) OR, Combination of Experience and Education - Applicants may combine experience and education. Applicants must have a combination of experience as described above and education above the high school level as described above. (Transcripts must be submitted at the time of application and must reflect coursework, grades and hours earned.) Note:
To combine education and experience, first determine how much of the qualifying experience and education you have, as a percentage of what is required for each. Add the percentages together, and if the total is 100% or more, then the combined education and experience is qualifying for the position. EXAMPLE:
the applicant has 6 months of specialized experience and 6 semester hours of college (in directly related courses). That means the applicant has 50% of the required one year of experience and 67% of the education required to substitute for education. The total qualifying experience and education add up to 117%. The applicant can combine his or her experience to qualify for the position. Must be able to type 40 words per minute (WPM). 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 Demands - Work will require walking, standing, bending, carrying of light items and occasionally assisting with a wheelchair while performing the duties of the Veteran Experience Programs. In some instances, relationships with patients can become intense and the employee is constantly placed in a position of stress. Work is in direct contact with patients and healthcare staff in a health care setting. Work Environment - Work is performed throughout the facility and in an office setting. The Medical Center treats veterans with a wide variety of unknown medical problems including psychiatric patients. The work environment involves the normal risks typical of an office with the additional risk of dealing with patients who may be hostile or irrational as well as occasional encounters with medically emergent patients and those with infectious diseases. Regular visits are necessary to various outpatient clinic and inpatient areas as well as administrative offices. Safety precautions are sometimes necessary. 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/.
- Department:
0304 Information Receptionist - Salary Range:
$31,208 to $40,569 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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