Information Receptionist
What you'd do
This position was created for the purpose of providing assistance to Veterans, their families, and visitors at the Wm. Jennings Bryan Dorn Department of Veterans Affairs Medical Center. Employee will be assigned to Community Engagement and Veteran Experience with their primary assignment at the information desk located at the visitor entrance to the medical center or any other area where patients and visitors would seek information, or patients or visitors need wayfinding assistance.
Major duties
The incumbent serves as the first point of contact for many of our customers by serving at the information desk or any other area where patients and visitors would seek information or standing in strategic locations where patients and visitors need wayfinding assistance as directed by a supervisor. The incumbent possesses the knowledge to address a wide range of patient and visitor inquiries regarding the Medical Center. He/she must use critical thinking skills to provide the most useful information or to suggest other productive sources of specific information applicable to the nature and subject of the inquiry. The incumbent must be able to identify situations of an emergent nature, so the patient's health and well-being are not jeopardized. All interactions with patients, their representatives and staff are courteous. The Medical Center has numerous and extensive Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday 8:00 am to 4:30 pm Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD01654A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/10/2026. For a GS-04 position, you must have served 52 weeks at the GS-03. 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 that you possess one year of time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one year of 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. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include, but are not limited to: Assisting visitors or patients arranging transportation, wheelchair requests, and escort requests to appointments and clinics; answering telephone inquiries and concerns; and providing information and responding to numerous calls throughout the facility. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have successfully completed 2 years of education above high school level in any field for which high school graduation or equivalent is the normal prerequisite is creditable. 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 a combination of general experience and education in equivalent combinations of successfully completed 1 year above high school education and 6 months of general experience directly related to the work of the Information Receptionist position, which may be substituted to meet the experience requirements for the GS-04 position. 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/. Preferred Experience; Expresses information (for example, ideas or facts) to individuals or groups effectively, considering the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately. Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Selective Placement Factor: Serves as the Information Receptionist in support of the overall mission of the VA Medical Center and enhances the level of patient satisfaction and positive customer satisfaction in day-to-day operations. Demonstrates the ability to deal effectively with visitors/patients and staff through appropriate interpersonal relations. Approaches patients/families/staff/volunteers with kindness and courtesy. Makes a concentrated effort to effectively participate as a team member completing assignments and seeking assistance when needed. Works a tour of duty determined by patient flow requirements and as scheduled by the Lead Ambassador. Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity. Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Knows the organization's mission and functions, and how its social, political, and technological systems work and operate effectively within them; this includes the programs, policies, procedures, rules, and regulations of the organization. Quality Ranking Factor: Demonstrates the ability to deal effectively with visitors/patients and staff through appropriate interpersonal relations. Approaches patients/families/staff/volunteers with kindness and courtesy. Makes a concentrated effort to effectively participate as a team member completing assignments and seeking assistance when needed. Expresses information (for example, ideas or facts) to individuals or groups effectively, considering the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately. Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Position can serve as a floater (tour of duty will be as needed upon request) Tour of duties: 6am-230pm, 730am-4pm, 8am-430pm, 830am-5pm. Employees need to have the ability to push patients who may weigh up to 300lbs and be able to walk 10,000 steps per day
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