Summary
This position serves as the Customer Service Ambassador/Patient Transporter, assigned to the Center for Development and Civic Engagement (CDCE) Service at the San Francisco VA Healthcare System (SFVAHCS). The Patient Relations Assistant works under the supervision of the Customer Service Ambassador/Patient Transport Supervisor, CDCE Service at SFVAHCS.
This job is open to
Clarification from the agency
First area of consideration will be current and permanent employees of the San Francisco VA Medical Center in San Francisco, CA. Open to current, permanent employees of the VA (i.e. T38, T38 Hybrid, employees on excepted appts covered by an interchange agreement); Federal employees on a Career/Career-Conditional appt.; Former employees eligible for reinstatement; Veterans eligible under VEOA, VRA, and 30% DAV; People with Disabilities; and CTAP/ICTAP.
Duties
The Patient Relations Assistant carries out the duties and responsibilities as directed by the Customer Service Ambassador/Patient Transport Supervisor in the day-to-day Customer Service/Patient Transport Program operations, ensuring all patients and visitors have the best and safest possible experience while at SFVAHCS.
Major duties and Responsibilities
- Assists patients, visitors and staff throughout the facility while continuously implementing regulatory guidelines at the direction of the supervisor.
- Assists all Veterans, patients, visitors and internal customers in outpatient clinics, inpatient wards, and administrative offices with forward greeting and wayfinding.
- Transports patients via wheelchairs, gurneys, and people mover cart in a safe and timely manner to appointments and testing throughout the hospital.
- Shuttling patients and visitors between facility buildings and parking lots in people mover cart.
- Identifying emergent situation and responding appropriately.
- Dispatching requests from internal and external customers; and acting as information receptionists for CDCE and Veteran Service Officers.
- Responds to questions and concerns by providing clear answers and/or escorting individuals to the information desk, Service Level Advocates, Veterans Service Officer, or appropriate department for a warm hand-off, as appropriate.
- Actively seek out patients and visitors in need of assistance by maintaining situational awareness, identifying those who may look lost, confused or in need of assistance.
- Responds to dispatch requests from all clinical and administrative offices to include patient, specimen, medication, and morgue transport requests.
- Observes entrances, stairways, steps, ramps, parking lots and other high-risk areas to prevent and/or respond to patient falls, other adverse events, and emergent situations, taking appropriate actions and calling emergency codes as necessary.
- Assists with execution and logistical support of on-site and community events to include some weekends, evenings, and holidays.
Work Schedule: Monday-Friday, 7:30am-4:30pm
Telework: Not applicable
Virtual: This is not a virtual position.
Position Description/PD#: Patient Relations Assistant-Customer Service Ambassador/Patient Transporter /PD03110A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
Requirements
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Selective Service Registration is required for males born after 12/31/1959
- You may be required to serve a probationary period
- Subject to background/security investigation
- Selected applicants will be required to complete an online onboarding process
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/05/2024.
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-05 position you must have served 52 weeks at the GS-04. 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 and/or education as described below:
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Extensive knowledge and skill in Patient Centered Care; Safe Patient Handling; Patient Safety; Customer Service; Communication; Problem Solving; Conflict Resolution; Prevention & Management of Disruptive Behavior; and extensive knowledge of VA, SFVAHCS, and CDCE Services, policies, and procedures. Knowledge of the major issues, program goals, and objectives, work processes, and administrative operations of the organization. Extensive knowledge of the Survey of Healthcare Experience of Patients, and other data resources used to impact the patient experience. Skill in navigating Computerized Patient Record System (CPRS) and Veterans Integrated System Technology Architecture (VISTA) to identify patient appointment and inpatient admission information. 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,
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 above high school. Education must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation.
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 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. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation.
You will be rated on the following Competencies for this position:
- Accountability
- Administration and Management
- Conflict Management
- Customer Service (Clerical/Technical)
- Integrity/Honesty
- Oral Communication
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 prolonged standing, extensive walking, 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 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 day 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
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/.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- License
- Other (1)
- Professional Certification
- Proof of Marriage Status
- Resume
- Separation Notice (RIF)
- SF-50/ Notification of Personnel Action
- Transcript
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
- Most recent SF-50 if you are a current or former Federal employee
- An SF-50 showing 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
- Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
- Examples of appropriate SF-50's include:
- Within grade increases at the highest grade held; or
- Promotions with an effective date more than one year old; or
- SF-50's at the highest grade held with an effective date more than one year old.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/05/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12446004.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
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