Job Description
Summary The lead information receptionist position is located in the Office of Veteran Experience and Employee Engagement (OVE&EE) at the Ann Arbor VA Healthcare System. The lead information receptionist greets all patients and guests as they enter the medical center. They represent the VA Ann Arbor Healthcare System with first-class qualities to create a positive first impression. Responsibilities Major duties include, but are not limited to: Performs 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. Receives, greets and direct callers over the telephone and in person with precise clear instructions. Provides a variety of information about the organization, its functions, and activities and is able to meet the needs of the individual and explain in general terms the information in a way that is understandable to the target audience or to resolved confusion surrounding the inquiry. Takes accurate messages and ensures their delivery to support a responsive culture to the customer. Provides personal wayfinding assistance and often take Veterans and visitors to locations when they have difficulties with instructions provided. Addresses customers by answering questions concerning the location of outpatient clinics, inpatient area pharmacy, radiology and lab services and other areas of the medical center. Responsible for communicating effectively with individuals from varied backgrounds as well as those with mental and/or health problems. Responsible for all administrative functions. Give on the job training to new employees in accordance with established procedures and practices. Instruct employees in specific tasks and job techniques and make available written instructions, reference materials and supplies. Distribute and balance the workload among employees in accordance with established workflow or job specialization, assure timely accomplishment of the assigned workload, and assure that each employee has enough work to keep busy. Other duties as assigned.
Work Schedule:
Monday - Friday 8:30am - 5:00pm Virtual:
This is not a virtual position. Position Description/PD#: Lead Information Receptionist/PD939210 Relocation/Recruitment Incentives:
Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment 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:
There may be some walking, standing, bending, carrying of light items, driving of a golf cart, etc. Occasionally, relationships with Veterans can become intense and the incumbent is exposed to high levels of stress. As such, this position demands emotional stability. 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 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. Announcement posted as bargaining unit due to current changes and reinstatement of bargaining unit. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/04/2026. 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-5 position you must have served 52 weeks at the GS-4. 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. Interchange Agreement:
Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. 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-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: position to be filled, such as: Assisting patients and visitors by answering questions and providing information on the organization, activities and personnel of the facility. Offer directional assistance by escorting patients and visitors to and from their destination, including driving the golf cart. Act as patient advocate by taking complaints and trying to fix the problem. 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 years of education above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. 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: Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward m
