The position serves as the liaison between the patients and the staff of the Health Care System as a Greeter and Tour Guide for the Concierge Services. Incumbent provides a channel through which patients can seek assistance to meet unresolved needs and works with healthcare providers and administrative support staff to optimize the comprehensive experience of Veterans and their family members. Interpret the Health Care Center's mission, policies, procedures, and available services to Veterans and family members. Provides a personal and positive first impression; standardizes the experience of assistance with navigation and information for Veterans and their family members; fosters a general culture of care; and personally, assists customers throughout the Health Care System. Assists Veterans, family members, and Health Care System staff members in recognizing and removing obstacles to providing the optimal patient experience. Assists patients arriving at the Health Care System by reducing their anxiety related to hospital navigation or other confusion, leading to improved clinical outcomes. Recognizes and institutes appropriate action in emergency situations such as performing CPR, Heimlich maneuver for choking, seizure precautions and safety during seizures, and emergency first aid. Uses CPRS and/or VISTA to verify appointment information. Greets patients in the parking lot and orientates them on the availability of the parking lot shuttle cart/van to the lobby area and assists patients onto or off the shuttle cart/van. Assists family members, and visitors to parked vehicles by driving shuttle cart/van. Serve as a liaison between the Veteran and Health Care System staff to provide maximal assistance to the Veteran and assist in resolving any conflicts or issues. Will safeguard and ensure statutory and constitutional rights of patients, protecting patients from abuses that tend to depersonalize and rob them of their dignity, self-respect, or esteem. Through daily activities working with patients and family members, incumbent will identify existing or potential problems and barriers to care and recommend solutions or alternatives to existing procedures that contribute to those problems or barriers. Will receive and listen to complaints from patients or family members during the course of their duties. Will proactively and routinely visit clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers. Track and trend requests for information, concerns, and suggestions presented to the incumbent by patients. Work Schedule: Monday-Friday, 7:00 am-3:30 pm or 8:30 am- 5:00pm Virtual: This is not a virtual position. Position Description/PD#: Patient Relations (Ambassador)/PD03884A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 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. A pre-placement physical examination is not required. 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 or 2-year trial 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. 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.

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