Clarification from the agency

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This vacancy is a solicitation for a Hiring Fair Event, which will be on an invite only basis once the position qualifications have been met. If you receive an invitation, you will be required to attend in person on:

• Date: April 9, 2022
• Time: 9:00AM. - 2:00PM.
• Location: Loma Linda VA Medical Center Clinic Site - (Address and map of hiring fair location will be provided to candidates who have met minimum qualifications for invitation)

You will be notified on 4/5/2022 if you meet the minimum qualifications. If identified as a candidate, you will receive an invitation on 4/6/2022. Please be available to complete the fingerprints and immunizations process. This is a requirement for the pre-employment process. Please make sure to bring your immunization records and 2 forms of ID for fingerprinting to the event.

Specialty Clinics. A variety of specialized medical, surgical, and mental health outpatient clinics. Services performed in the Specialty Care Clinics include, but are not limited to: Arthritis Clinic, Cardiology Clinic, Cardio-Thoracic Clinic, Chest/Pulmonary Clinic, Colorectal Clinic, Dermatology Clinic, Diabetes Education, Ears, Nose and Throat Clinic, Eye Clinic, Gastroenterology Clinic, General Surgery Clinic, Hand and Plastics Reconstruction Clinic, Liver Clinic, Metabolic/Endocrine Clinic, Neurology and Memory Disorder Clinic, Neurosurgery Clinic, Orthopedics Clinic, Podiatry Clinic, Proctology Clinic, Renal Clinic, Traumatic Brain Injury Clinic, Urology Clinic, and Vascular Clinic. Specialty clinic names may vary from institutions and change over time.

March ARB, Call Center: The Call Center is a centralized unit dedicated to multiple ancillary and interdisciplinary outpatient clinics that determine the need of the caller (i.e., scheduling, processing refill requests, reviewing CPRS, and routing clinical questions to appropriate clinical staff).

Typical duties include but are not limited to:

• Scheduling, canceling, re-scheduling patient's appointments and/or consults
• Entering no-show information
• Monitoring electronic wait lists
• Preparing for clinic visits
• Establishing and maintaining medical outpatient and inpatient charts as well as administrative records
• Monitoring both inpatient and outpatient appointments for areas of responsibility
• Obtaining medical information from patients
• Coordinating information and actions related to patient care and services
• Ensuring encounter forms are completed in order to obtain appropriate workload credit
• Verifying and updating demographics and insurance information
• Processing all emergency and non-emergency transfers to other VA facilities or private hospitals
• Other duties as assigned

Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency)
Telework Eligible: Not Approved
Virtual: This is not a virtual
Compressed work Schedule: Not Approved
Recruitment/Relocation Incentives: Not authorized.
Financial Disclosure Report: Not required

Please Note: This announcement will close after the first 200 applicants are received or on the closing date of the announcement, whichever comes first.

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
• 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
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel

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. 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.

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).

GRADE DETERMINATION - GS 05

Experience. One year of experience equivalent to the GS-4 grade level;

OR,

Education. Four years of education above high school.

Assignment: This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.] The MSA is responsible for [answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit], scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling [patient] appointments and/or consults; entering no-show information; monitoring [appointment requests from multiple] electronic [sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic], monitoring both inpatient and outpatient appointments [in] areas of responsibility; [ ] verifying and updating demographics and insurance information when [patients check-in for appointments. Coordinates administrative functions relating to] emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's] eligibility [status] (i.e., TRICARE, sharing agreements, [collaterals, research patient, VA employee], etc.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:

• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information PII into or from electronic health records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

References: VA Handbook 5005/117; Part II; Appendix G45.The full performance level of this vacancy is GS-05.

Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.