Position is located within the Office of Communications, EOVAHCS. Position is 100% public contact position whose purpose it is to assist patients, visitors, and staff obtain information and/or directions needed to complete their business in either Muskogee or Tulsa. Incumbent will be asked to assist patients with mobility needs (indoors and outdoors). The incumbent is often the first staff member a patient or visitor will meet and, as such, must be able to greet the public in person.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/21/2025. 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-04 position you must have served 52 weeks at the GS-03. 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: All applicants for this position must meet one of the following Individual Occupational Requirements (IOR) for further consideration: Specialized Experience (for positions GS-4 and above): Positions in this series range widely in type and include support duties to medical or health personnel such as audiologists, speech pathologists, medical officers, and optometrists. Therefore, technician experience that required application of the knowledge, methods, and techniques of the position to be filled; OR, Education and Training for GS-4: Successful completion of 2 years of study that included at least 12 semester hours in subjects related to the position; AND, In addition to the Individual Occupational Requirement, applicants must meet one of the following criteria: General and Specialized Experience: Applicants must have 6 months of general experience and 6 months of specialized experience. General experience includes any type of work that demonstrated the applicant's ability to perform the work of the position or experience that provided a familiarity with the subject matter or processes of the broad subject area of the occupation. Specialized Experience: Includes that which equipped the applicant with the knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically related to the work of the position to be filled. Examples of specialized experience include but are not limited to: Knowledge of VISTA and Microsoft Outlook, an understanding of computer equipment, communication skills both verbally and in writing, knowledge regarding location of organizational units, functions, and key personnel within the medical center, entering and retrieving data, answering phones, greeting Veterans, their caregivers, and staff; OR, Education and Training: Successful completion of 2 years above high school with courses related to the occupation. This education must have been obtained in an accredited business or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. At GS-04, a portion of the education is usually directly related to the work of the position to be filled. Completion of appropriate training such as inservice training programs, training acquired while serving in the Armed Forces, and government-sponsored developmental training programs will be allowed credit on a month-for-month basis. Such training meets general or specialized experience requirements depending upon its applicability; Note: When crediting education for qualifications, transcripts are required; OR, Combining Experience and Education: Equivalent combinations of successfully completed post-high school education and experience are also qualifying. If education is used to meet specialized experience requirements, then such education must include courses directly related to work of the position. Determine the applicant's total qualifying experience as a percentage of the 1 year of experience required for GS-04; then determine the applicant's education as a percentage of the 2 years of education that meets the requirements for GS-04. The total percentage must equal at least 100 percent to qualify an applicant for GS-04. (When crediting education, prorate the number of hours of related courses required as a proportion of the total education to be used). Note: When crediting education for qualifications, transcripts are required. Communications Computer Skills Customer Service (Clerical/Technical) 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 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 and Work Environment: Most duties performed will be while sitting at a desk. However, incumbent may be required to push a wheelchair back to where it is normally stowed, bend or kneel to obtain information or walking to assist patients in ambulation. Incumbent may also need to assist patients in abmulation, carrying of packages etc. up to 20 lbs. Work is performed in a medical center responsible for treating patients with a wide variety of medical problems including psychiatric diagnoses. Work is generally performed in an indoor setting at the Information Desk. The incumbent will: maintain a safe working environment for self and customers; attend safety training as mandated by medical center policies and procedures and; be considered a front-line employee and attend all education/training pertaining to front-line employee status. 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/.
Major Duties include: Serving as first point of contact for customers. Identifying situations of an emergent nature and promptly alerting appropriate medical center staff. Interacting with patients, their representative, and staff courteously; speaking in clear and simple language to ensure understanding. Receiving visitors and callers, determining nature of business, and directing visitor or call to destination, directing visitor or caller to destination using verbal directions and/or medical center floor plan and/or information directories including VISTA and Outlook. Responding to internal phone inquiries and face-to-face inquiries from patients and staff. Using computer for light typing, looking up patient appointment information in VISTA, assisting Veteran in contacting Primary Care or other departments for cancelling and rescheduling appointments. Demonstrating knowledge of VA Policies and Procedures; assisting with orientation of new volunteers about Information Desk, where things are located, and office of Communication policies and procedures. Maintaining a safe, secure, and healthy work environment; complying with Federal and state legal regulations; complying with Joint Commission on Accreditation of Healthcare Organizations requirements to include knowledge of National Safety Goals. Work Schedule: Monday - Friday 8:00 am - 4:30 pm Telework: As determined by the agency policy. Ad-hoc only. Virtual: This is not a virtual position. Position Description/PD#: Health Technician - Information Desk/PD13543A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized