This position serves as the Lead Customer Service Ambassador/Patient Transporter, assigned to the Center for Development and Civic Engagement (CDCE) Service at the Department of Veterans Affairs Central California Health Care System (VACCHCS). The incumbent works under the supervision of the Customer Service Ambassador/Patient Transport Supervisor, CDCE Service at VACCHCS.

Duties

Major duties include: Assists Customer Service Ambassador/Patient Transport Supervisor with coordination of the day-to-day operations of the Customer Service/Patient Transport program, complies data for report submissions to include workload reports, personnel management, transport request and patient/visitor logs and other briefs to present to the Medical Center and CDCE Leadership. Leads 10 full time employees and Volunteers & Work Studies through frequent change processes while continuously monitoring and implementing regulatory guidelines at the direction of the supervisor. Guides staff through frequent change processes while continuously monitoring and implementing regulatory guidelines at the direction of the supervisor. Assists supervisor in implementation of policies and procedures that impact patient safety and experience. Assists with surveys and reports, process improvement activities, policy implementation, statistical, timekeeping, fiscal and other administrative functions. Be knowledgeable of basic services and process throughout the hospital, to appropriately assist or direct patients and visitors. Provide support for other CDCE programs outside of the Customer Service/Patient Transport Program, to include but not limited to the recruitment and processing of volunteers and work studies, onsite & community events. Work Schedule: Multiple tours available in a 24/7 hospital operation. Tour will be provided by supervisor based on facility needs. Virtual: This is not a virtual position. Position Description/PD#: Lead Patient Relations Assistant/PD02601A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/16/2024. 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-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. 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. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: performing clerical/administrative duties in an office environment; answering and directing phone calls; preparing correspondence; using a computer to perform a variety of support tasks; and providing excellent customer service to a wide variety of patrons.. At this grade level, applicants resolves simple, informal complaints and refers others, such as formal grievances and appeals to supervisor; reports to supervisor on performance, progress, or disciplinary problems; makes suggestions to supervisor as requested concerning promotions, reassignments, and personnel needs; and provides on-the-job training. 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. You will be rated on the following Competencies for this position: LeadershipManaging Human ResourcesPlanning and EvaluatingProblem Solving 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 regular and recurring work of the position involves sitting at a desk, extensive walking, prolonged standing, bending, lifting, patient transfers, carrying items such as walkers and equipment, pushing wheelchairs and gurneys, and driving people mover shuttle cart. Occasional working parties involving loading and unloading of donations, supplies & equipment for on-site and community events. Occasional use of motor vehicles may be required. Work Environment: Work environment consists of office settings at a desk, various locations throughout the hospital to include clinics, Emergency Department, inpatient wards, Community Living Center, waiting areas and outdoors environments with exposure to the elements such as parking lots, monuments, sidewalks and breezeways. Occasional off-site events both indoors and outdoors. The work involves the everyday risks and discomforts typical of these environments. Customer Service/Patient Transport operations are 24 hours a day/7 days a week, work may include traditional and alternative work schedules to include 8-12 hours shifts, weekends, holidays, night shifts, swing shifts and rotation of shifts. The incumbent may encounter medically emergent patients with the possibility of exposure to communicable diseases. Incumbent may also encounter hostile persons during the course of duty. 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

There is no educational substitution at this grade level.

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 Fresno VA Medical Center 2615 East Clinton Avenue Fresno, CA 93703 US
• Name: Dana Mitchell
• Phone: (415) 221-4810 X25781
• Email: [email protected]