This position is located at the Edward Hines Jr., VA Hospital, Hines, IL - a Level 1a Complexity VHA Facility, and is organizationally aligned under the Customer Relations and Engagement Office. The position serves as the Red Coat Ambassador Program (formerly the Patient Escort and Screener Program), which supports the overall mission by enhancing the level of patient satisfaction and positive customer satisfaction in day-to-day operations.
The primary purpose of the position is to provide 1st Level supervision for the Facility Patient Information/Red Coat Ambassador Program (formerly Patient Escort and Screener Program) in support of the overall mission to enhance the level of patient satisfaction and positive customer satisfaction in day-to-day operations.
The Red Coat Ambassador Program is designed to provide Veterans, Family Members and Guests with staff who can respond quickly to inquiries, identify problems, and aid/improve the experience of those visiting the campus. The services provided by the Red Coat Ambassador Program are designed to provide navigation, direction, and information assistance.
As a key challenge of patients, navigating the campus will be a primary focus along with providing a positive first impression, especially for those who do not know how to access Medical Center programs and/or services. Major Duties to include, but not limited to: Serve 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.
Receives and directs callers and visitors. Ensures patients needing a wheelchair receive assistance and is responsible for assisting/escorting Veterans to their appointment location if needed. Provides information about the organization, its functions, activities and personnel. Inquiries vary widely and information given requires explanation of office functions, describing specific requirements, providing basic instructions, or similar degree of detail.
Demonstrates the ability to effectively communicate both verbally and in writing. Works a tour of duty determined by patient flow requirements and as scheduled by the Lead Ambassador. Follows established safety practices and reports, as promptly as possible, unsafe conditions and unsafe or broken equipment, unsafe practices or occupational illness or injury, which is sustained.
Adheres to all safety and health standards, regulations, and work practices and uses proper protective equipment as required. Work Schedule: Monday - Friday (9:00AM - 5:30PM) Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD22191A
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
Torenzo.Davis@va.gov · 708-202-3861
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $40701 – $52915/yr.
Applications close on 2026-10-30.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-28 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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