Lead Information Receptionist

Full Job Description

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.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/17/2026.

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 meeting the specialized experience requirement.

One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

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.

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/.

Major Duties:

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 Authorized Permanent Change of Station (PCS): Not Authorized