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Duties include, but are not limited to:

• Responsible for planning and determining staffing, taking into consideration workload demands, annual leave, sick leave, and training schedules
• Acts as a receptionist at the clinic/Surgical Department, either face-to-face or telephonically, requiring excellent customer service skills
• 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
• May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives
• Resolves simple, informal complains and refers more difficult issues to supervisor
• Provides on-going training to staff members
• Evaluates training needs and coordinates training programs to assure a fully trained and informed staff
• Complies with SA V ARCS policies and procedures especially regarding patient privacy and confidentiality
• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow
• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT)
• Independently manage position responsibilities with little supervision as well as set priorities and deadlines
• Daily review of active/pending consults, EWL, Recall list and Audiocare communications for accuracy and disposition
• Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care
• Ensure all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits
• Directs work of Clinical Support Section employees in the absence of the supervisor
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting
• Serves as technical advisor and liaison with contacts at all levels
• 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
• Schedules appointments, surgeries and post-operative appointments for staff surgeons and other providers

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• 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.
• 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 Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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:

(1) Experience. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR

(2) Education. One year above high school; OR

(3) 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: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

(1) Such employees may be reassigned, promoted or demoted within the occupation.

(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

(3) If an employee who was converted to title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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.

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.

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 Determinations: GS-07
The following criteria must be met when determining the grade of candidates. In addition to the basic requirements listed above, candidates must demonstrate one year of experience equivalent to the next lower grade level, GS-06. Specialized experience includes communicating with non-VA medical facilities; facilitating/processing secure messaging with the patient and team; developing and managing a tracking system for follow up care; participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; working with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure.

In addition to meeting the specialized experience, candidates must demonstrate the following Knowledge, Skills, and Abilities:

1. 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.

2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.

5. Ability to provide staff development and training.

References: VA Handbook 5005/53, Part II, Appendix G45

The full performance level of this vacancy is GS-07.

Physical Requirements: Work is primarily sedentary in an office environment. Involves period of moderate to heavy computer usage with daily intermittent walking, standing, bending, stooping, reaching, and carrying of lightweight items. Rigid deadlines and need for high degree of accuracy periodically becomes stressful.

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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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.