Clarification from the agency

Open to All U.S. Citizens --CURRENT PERMANENT FEDERAL EMPLOYEES SHOULD APPLY UNDER CBST-10843831-20-AYC.

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• Acting as a receptionist at the clinic, either face -lo -face or telephonically, requiring excellent customer service skills.
• Conducting daily rounds to the assigned clinic areas is required. This may include frequent visits to off-site clinics to fill- in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas and participating in the daily team huddles.
• Assisting with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Notifying his /her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
• Daily review of active /pending consults, Electronic Waiting List, Recall list, and other electronic reports and communications for accuracy and disposition.
• Providing requested medical information using privacy rules and established clinic processes.
• Explaining procedures to veterans and their family members, both in person and on the phone, in a caring, compassionate and sensitive manner.
• Intervening to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serving as technical advisor and liaison with contacts at all levels. Must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans ' entitlements and VA benefits, priorities for care, access to care and advanced clinic access.
• Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. May also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit.
• When records are received, the incumbent will ensure that all necessary health /administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning.
• Directs work or Clinical Support Section employees in the absence of the supervisor. May be required to assist with care facilitation duties and other Medical Support Assistant (MSA) duties during special projects or heavy workload, for leave, vacancies, or when the staff are detailed to fill-in other areas.
• Ensures compliance with frequently revised VHA directives, regulations and local policies and standards associated with Advanced Clinic Access principles.
• Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue.
• Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions.
• Independently managing position responsibilities with little supervision as well as setting priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The work requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list. The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, regional network staff).
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Must pass pre-employment physical examination

Qualifications

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.
    • 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,
        MUST DEMONSTRATE EXPERIENCE IN RESUME
      • Education. One year above high school; OR,
        MUST SUBMIT COPY OF SCHOOL TRANSCRIPT
      • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Example: Three months general administrative experience and 12 semester hours of college credit. MUST DEMONSTRATE EXPERIENCE IN RESUME AND SUBMIT COPY OF SCHOOL TRANSCRIPT
    • Certification. None required
    • Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service.
    • English Language Proficiency. Licensed Vocational Nurses must be proficient in spoken and written English, as required by 38 U.S.C. § 7403(f).

• Effectively using and maneuvering in electronic patient databases used for scheduling/tracking appointments, medical encounter information, billing information, insurance verification and consulations
• Running Consult Reports for Pending, Active, and Scheduled Appointments

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

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 MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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.