Information Receptionist - Red Coat Ambassador

U.S. Department of Veterans Affairs; Durham (NC); On-site; USD 32,000 - 46,000; Full time

Job summary

Durham VA Medical Center is seeking an Information Receptionist (Red Coat Ambassador) to serve as the welcoming face of the Executive Director's Office, under the Veteran Experience Office. You will enhance patient satisfaction and support daily operations by delivering courteous service and accurate information to Veterans, families, and visitors.

The role emphasizes professional presence, strong communication, and the ability to manage inquiries across clinics such as Pharmacy, Radiology, and

Qualifications

• Experience or education required as described in the qualifications section.
• Customer service and interpersonal skills are essential.
• Ability to manage information and direct visitors calmly and accurately.

Responsibilities

• Serves as the initial and final point of contact for guests entering and leaving the facility.
• Greets visitors, answers questions, and provides directions within the campus.
• Manages phone calls and in-person inquiries with clear, courteous communication.
• Transports or escorts Veterans and visitors as needed and coordinates with staff.
• Performs general office tasks and supports lobby operations and information boards.

Job description

Summary

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

Summary

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

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-hs 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: Customer Service (Clerical/Tech) 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 based on hours spent. Applicants wishing to receive credit must indicate duties and hours. Experience refers to paid and unpaid experiences including volunteer via National Service programs (e.g. - Peace Corps - AmeriCorps) and other organizations (e.g. - professional; philanthropic; religious; spiritual; community; student; social). Volunteer work builds critical competencies and can provide training 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 job performance that could not otherwise be performed with accommodation or 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/.

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