Information Receptionist - Red Coat Ambassador

This position serves as Information Receptionist (Red Coat Ambassador) at the Durham VA Medical Center (VAMC) in the Executive Director's Office under the Veteran Experience Office. The purpose of this position is to support of the overall mission of the Durham VA Medical Center and enhance the level of patient satisfaction and positive customer satisfaction in day-to-day operations

Major duties

THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION MAJOR DUTIES: Serves as the initial and the final point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. Provides Veterans/patients, their families, and visitors with staff who can respond quickly to inquiries, identify problems, and improve the experience of those visiting the campus. Performs customer service and guest relations and shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness, respect and dignity to others. Receives, greets, and direct callers over the telephone and in person with precise, clear instructions. Provides information about the organization, its functions, and activities. Takes accurate messages and ensures their delivery to support a responsive culture to the customer. Provides excellent customer service via the telephone and face-to-face simultaneously. Answers questions concerning the location of outpatient clinics, Pharmacy, Radiology, Lab and other areas of the medical center. Provides personal wayfinding assistance and often escorts Veterans and visitors to locations when they have difficulties with instructions provided. Transports Veterans, visitors, etc. via golf cart, as needed, to and from parking lot/deck. Observe patients during the transport process to identify concerns and/or seek help. Performs work of general office administrative support which encompasses a variety of different administrative duties and responsibilities and supports Patient Advocates and the MyHealtheVet Coordinator with data collection. Administrative duties may include entry of work orders for lobby area, updating reference guides for volunteers and ambassadors, ordering reproduction requests or forms needed for the work assigned, requests for urgent housekeeping needs, circulating through key lobby areas to deliver amenities to waiting patients, developing informational flyers for public use as needed, supporting large activities/events for patient/employee or public attendance, updating information boards/signage assigned to the Service and other Veteran-centric initiatives that may be applicable to this position. Operates computer and photocopy machine to make copies of forms, letters, etc. from the original, assembles and staples copied materials, and distributes completed photocopy work as directed. Performs other related duties as assigned. Work Schedule: Monday-Friday, 7:30am-4:00pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved

Qualifications

EXPERIENCE: At least one (1) year of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled; OR EDUCATION: At least two (2) years of education above the high school level from an accredited institution; OR COMBINATION: An equivalent combination of general experience and post-high school education from an accredited institution as described above to meet the total qualification requirements for this position. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical) Information Management Interpersonal Skills Physical Strength IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. 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

IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Requirements

You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.