Lead Information Receptionist

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/09/2024. 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-5 position you must have served 52 weeks at the GS-4. The grade may have been in any occupation, but must have been held in the Federal service. NOTE: You must submit a copy of your most recent personnel action/SF50. Additionally, 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. Interchange Agreement: Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. General Experience: You must have one year of general experience that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Examples of experience would may include, but are not limited to: Assist patients and visitors by answering questions and providing information on the organization, activities, and personnel of the facility. Assist patients with courtesy, empathy and friendliness. Technical knowledge is required of local Hospital Computer Program/VISTA. Knowledge of various options/menus are required in daily work requirements. Knowledge of providing appropriate information to visitors, including how to address intimidating persons. Technical understanding of computer equipment is required and the process to request specialized support when equipment does not function. He/She must have knowledge and demonstrate appropriate communication, customer service, and personal interaction foundational principles. The incumbent must have knowledge of communication processes for volunteers and visitors and must be able to communicate effectively both verbally and in writing OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years education above the high school level (i.e., 60 semester hours) in any field for which high school graduation or the equivalent is the normal prerequisite. NOTE: One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical 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 GS-4 education requirement (i.e., successfully completed 1-year education above high school). You will be rated on the following Competencies for this position: Agility Computer Skills Customer Service Manages and Organizes Information 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: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. There may be some walking, standing, bending, carrying of light items, driving of a golf cart, etc. Occasionally, relationships with Veterans can become intense and the incumbent is exposed to high levels of stress. As such, this position demands emotional stability. The incumbent may be required to stand and walk for prolonged periods of time along with sitting at computer for extended periods of time to perform work. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients. The incumbent is required to carry light objects such as files, clipboards, medical records, etc. Heavy lifting of 45 pounds or more Moderate carrying of 15-44 pounds Straight pulling for up to 2 hours Pushing up to 4 hours Use of fingers, both hands and legs required Walking and standing for 4 hours Repeated bending for up to 4 hours Ability for rapid, simultaneous mental and muscular coordination 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/.
The lead information receptionist position is located in the Office of Veteran Experience and Employee Engagement (OVE&EE) at the Ann Arbor VA Healthcare System. The lead information receptionist greets all patients and guests as they enter the medical center. The incumbent oversees the daily operations of the Information Receptionists within OVE&EE to ensure agency policies and priorities are being followed.