Program Support Clerk
This position is organizationally aligned under the North East Wisconsin Ambulatory Clinics (NEWAC) Division of the Clement J. Zablocki VA Medical Center, Milwaukee, WI. (695) - a Level 1a Complexity VHA Facility - 2 of the vacancies are located at the Milo C. Huemphner Outpatient Clinic in Green Bay, Wisconsin, a complex ambulatory outpatient clinic. 2 of the vacancies are located at the John H. Bradley Outpatient Clinic in Appleton, Wisconsin. The primary purpose of this position is to support the clinic's COVID-19 pandemic response and procedures by providing clerical support, entrance screening as well as appointment check-in, navigation, and way finding assistance to Veterans, Family Members and Guests. The Incumbent provides a positive first impression, especially for those who do not know how to access Medical Center programs and/or services. Positions are physically located at or near the facility's Main entrance supporting the Information Reception Area, and provides direct support for Guest Relations Information, Escort Services and Wheelchair Dispatch Management during core business hours. They assist with capturing Veteran experience feedback, directing complaints, and providing information related to after visit service and/or recovery. - Serves as the principal timekeeper for time and attendance - Assists the Clinic ADP Coordinator in the maintenance of computer and peripheral devices within the clinics. - Coordinates and arranges clinic/teleconference meetings held at the clinic assuring space is planned and available. - Serves as the initial, as well as the final point of contact for Veterans, Family Members and Guests entering and leaving the facility, and is a key influence toward patient/public perception. - Performs reception, customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness, respect and dignity to others; relates well to people from varied backgrounds and different situations. - Interactions and encounters are conducted by visiting patient care areas, talking with individuals in the waiting rooms, and soliciting feedback when providing assistance. -Directs Veterans, Family Members and Guests to appropriate staff member and/or department based on specific request or by determining the nature of the need, and initiates service recovery when needed. - Takes accurate messages and ensures their delivery to support a responsive culture to the customer. - Performs other related duties as assigned. Work Schedule:
Full time M - F, 0800-1630 Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
/ Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement. You may qualify based on your experience and/or education as described below:
General
Experience:
Must have 1 year of general experience which is:
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:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 2 years above high school. OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of equivalent combinations of successfully completed post-high school education and experience You will be rated on the following Competencies for this position:
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 work requires prolonged periods of time standing, walking, and sitting at computer. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients, and to carry light objects such as small boxes, files, clipboards, medical records, etc. Must be able to work under pressure, be flexible to changing priorities, and work with many interruptions. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Full time M - F, 0800-1630 Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
/ Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement. You may qualify based on your experience and/or education as described below:
General
Experience:
Must have 1 year of general experience which is:
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:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 2 years above high school. OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of equivalent combinations of successfully completed post-high school education and experience You will be rated on the following Competencies for this position:
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 work requires prolonged periods of time standing, walking, and sitting at computer. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients, and to carry light objects such as small boxes, files, clipboards, medical records, etc. Must be able to work under pressure, be flexible to changing priorities, and work with many interruptions. 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/.
- Department:
0303 Miscellaneous Clerk And Assistant - Salary Range:
$31,208 to $40,569 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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