Clarification from the agency

THIS ANNOUNCEMENT IS OPEN TO ALL US CITIZENS. This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation. Please note: -VETERANS PREFERENCE IS WAIVED FOR THIS OCCUPATIONAL SERIES IAW Office of the Chief Human Capital Officer (OCHCO) BULLETIN Staffing Shortage Determinations" dated: 10/3/2023.

Major Duties, but are not limited to:

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model at a specialty care setting where the patient aligned care team model (Behavioral Health Interdisciplinary Program).
• Supports the Outpatient Clinics of the Medical Center and can be pulled to work in any clinic, due to low staffing or assigned consults from any clinic, due to backlog.
• Receives and routs all veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
• Coordinates patient's laboratory, radiology and other essential tests.
• Explains in detail to the veterans about their appointments ensuring they understand what they must do and where they must go to complete their work-up schedules and provides appointment dates.
• Assures that patients are electronically checked-in for their appointments and clinicians are notified.
• Confirms with patient that the demographic information is still accurate.
• Refers patients to the appropriate area for proper test performance before the scheduled appointment.
• Identifies health insurance for veterans seeking care.
• Assists in orienting and advising physicians, residents and interns on VA regulations, policies and procedures on patient care administrative matters.
• Provides orientation and information of changes in VA policies, directives, local procedures, and programs to clinical staff and house staff.
• Attends clinical staff meeting to help solve patient processing problems.
• Identities and summarizes problem areas and submits those findings in writing to Supervisory MSA along with recommended resolutions.
• Maintains the flow and quality of assigned workload, establishing priorities, and making daily adjustments to provide beneficiaries with expeditious and caring services.
• Ensures that data is entered accurate and timely to prevent error codes and loss of revenue due to inaccuracies.
• Ensures that the appointment management menu is completed and checked out without inconsistencies.
• Retrieves orders and schedule appointments for patient as ordered by clinical staff.
• Schedules appointments in accordance to the time frame established in the physician's orders.
• Completes the process of each appointment scheduled daily by using the Scheduling Activity Package.
• Enters data related to each scheduled appointment including Check-in, service-connected related appointment, no-shows and others as required by the current scheduling packages and national and local procedures.
• Verifies encounter completion including check out, provider, diagnostic code, and CPT codes.
• Identifies veterans requiring new co-pay, Means Test and routing them appropriately upon arrival to the appropriate area for completion of the tests.
• Cancels and reschedules patients calling for changes of appointments.
• Gives general information about eligibility, medical service availability, and other related matters.
• Sets and manage priorities.
• Complies daily with tasks assigned (RTC's, encounters, consults, etc.)
• Searches into the CPRS system, the medical and administrative records for specific information needed such as diagnosis, health insurance coverage, service connected conditions to determine eligibility for outpatient care, prosthetics and other related services.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
• Experience and Education. Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Certification: None required.
• Grandfathering Provision: May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
• Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
• Physical Requirements: See VA Directive and Handbook 5019.

• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.]
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff].
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

• Interaction with patients/customers in a Medical/Clinical setting either by face to face or over the phone
• Experience dealing with a diverse group of individuals when providing pertinent/general medical/clinical information
• 3 -plus years of customer service style training
• Your Resume must detail your experience as mentioned above to be considered attainment of such highly desirable experience.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Your resume must include all of the following information:

• Job Title (include series and grade if Federal Job)
• Duties (be specific in describing your duties)
• Employer's name and address
• Start and end dates including month, and year (e.g. June 2007 to April 2008)
• Start and end dates for each grade/pay level if you've held a federal position.
• Full-time or part-time status (include hours worked per week)

To apply for this position, you must provide a complete Application Package which includes:

• Resume

• Cover Letter
• Resume
• Transcript

Next steps