Tour of Duty: Monday through Friday, 7:30am to 4:00pm.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
The purpose of this position is to serve as a clerk assigned to the AOPC Service and outpatient clinics/CBOCs.
Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, at all times remain friendly and courteous, regardless of the patients or visitors attitude or behavior.
The clerk is responsible for receiving, and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Assures that the patients are electronically checked in for their appointments. Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information. This must be accurately done so date/time stamp reflects the date of each visit is accurate. If the information is not correct, incumbent is responsible for updating all information using the Pre-registration Menu. Responsible for assuring that screens 1 through 5 of the Registration Menu are updated. If patient is required to do a financial assessment (means test) must assure that these are entered into VistA and scanned into CPRS. Provides guidance, directions, and instructions to Veterans in relation to their appointments.
Schedules and provides appointment dates with patient input when possible to reduce no shows. This is a critical step to meet Missed Opportunities and other medical center performance measures such as access to care. Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center and VHA directives regarding this process. Incumbent is responsible for verifying and completing all orders that he/she transcribes, incumbent has the ability to overbook patients within set guidelines and refers others to the appropriate person to authorize emergent overbooks to the clinic.
A high degree of customer service i.e.; tact, poise and diplomacy must be used in dealing with veterans who may have multiple health problems, and may be frustrated with the diagnostic process. A caring, compassionate and sensitive manner is essential in all customer service contact.
Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of an organizations program operation. Assists in the planning, review, and reporting of data/statistical results of program/project studies. Organizes computerized data sets, and retrieves computerized data. Performs a basic analysis of the data and generates a variety of reports. Coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. Enters pertinent information into an automated tracking system. Maintains automated system of program-specific data to track suspenses on items such as appointments made over 30 days, Veterans who have not responded to Recall Scheduling Letters, within 30 days, and the Electronic Wait List.
Captures insurance and demographic information on all Veterans, who hold third-party health plans, explains VAs role in insurance reimbursement. Accurately enters insurance, information into the buffer as well as copies both sides of the insurance card and faxes this to Medical Care Cost Recovery (MCCR). Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA.
Receives telephone calls and visitors to the VA, (i.e., patients, families and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments. Questions caller/visitor to obtain sufficient information necessary to determine primary need or area of interest and provides assistance or makes referrals to other responsible VA personnel when matter is outside employees scope of assignment. Always handles this in a courteous and polite manner and often serves as the publics first contact/impression of Central Texas Veterans Health Care System (CTVHCS).
Incumbent is responsible for running the following reports on a daily basis: open text orders, Modified Clinic Appointment Availability Report (MCAR), Patient Care Encounter (PCE), and consult tracking. Performs a basic analysis of the data and generates a variety of reports. Coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate, Enters pertinent information into an automated tracking system.
Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally. Example: when a consult is received the patients information is displayed in VistA. The incumbent should be able to access CPRS, go to consult and sign off on the electronic signature and book the appointment. The incumbent may return to VistA to schedule the appointment . The same is true in taking off signed orders. Must assure that the providers or techs have ordered the labs and x-rays so that an appropriate appointment can be made. Incumbent must make sure that all orders are verified and completed electronically in CPRS.
Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Using consult package, changes status of consults to reflect current stage of consult such as received, scheduled, etc. Meets requirements of scheduling consults within 7 days of receipt and reviewing consults pending greater than 120 days. Must meet local policy of scheduling consults In 3 days.
Incumbent schedules outpatient clinic appointments according to VA Directive 2006-055 using Veterans Heath Information Systems and Technology Architecture (VistA) scheduling options. Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Waitlist (EWL). Complies with the mandatory training requirements for the outpatient scheduling process.
Schedules surgical procedures as necessary, coordinating with patient wishes, consultant or surgeons schedules. Arranges and schedules ordered pre-op tests performed in timely
Provides on-the-job training to new employees, provides ongoing process improvements and shares new information/procedures with other staff.
Incumbent will be involved In the recall system for the facility. Will be responsible for taking calls from patients who have received their recall reminder letter and make appointments appropriately. Will also be responsible for calling patients and/or sending letters to remind them of clinic appointments to help bring down our no-show rate.
The incumbent will be required to cross cover for other areas of AOPC due to patient care needs, or workload demands or staff shortages. This requires expertise to properly complete work in multiple areas.
In the performance of official duties, the employee has regular access to printed and or electronic medical records containing sensitive data. The data must be protected under the provision of the Privacy Act and other applicable laws and regulations, VA statutes and policy, and Veterans Health Services and Research Administration (VHSRA) policy. The employee is responsible for (1) protecting that data from unauthorized release and from loss, alteration or unauthorized deletion, and (2) following applicable regulations and Instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement which the employee signs.