Clarification from the agency

This announcement is open to current employees of the Veteran's Health Administration (VHA). If you are not a current VHA employee please apply to announcement CBSU-11836723-23-GDA.

Videos

The following are responsibilities of this AMSA position:

Customer service is essential in this role. Performs all administrative duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist 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.

He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Evaluate patient information and clinic schedule lists to determine whether patient is vested.
b. Is astute to co-managed patients and brings attention to the provider of these shared patients.
c. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
d. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition.

The incumbent is the pivotal part of the PACT Team as they monitor pre-appointment requirements to assure readiness for patient visit/procedure (e.g., x-ray, lab work).

The incumbent is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. The MSA explains VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process.

The position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist 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. The incumbent utilizes various reports from the MSA Supervisor, i.e. Clinic Utilization Statistical Summary, to ensure clinic setup is closely monitored to effectively support the needs of the clinic. The MSA Supervisor accepts recommendations for clinic adjustments by the Advanced MSA.

Responds to urgent or emergent written (faxed) requests for medical information from hospitals and/or doctors. Contacts professional staff to obtain information necessary to respond to requests when not readily available in the record. Coordinates the completion of various forms, to include but not limited to insurance forms, request for handicap placards, family leave act and work releases.

The position provides medical admin. support to one or more outpatient clinics and is an integral member of the outpatient clinic team to effectively carry out administrative operations of the clinic. The incumbent is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient. To include updating and verifying demographic info, scheduling appointments, collecting insurance info, data entry, managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment.

Work Schedule: Monday - Friday 8:00 - 4:30
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 52850-A
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required

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.
• English Language Proficiency Requirement: Per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j: No person will be appointed under authority of 38 U.S.C., chapter 73 or 74, to serve in a direct patient-care capacity in VHA who is not proficient in written and spoken English.
• Experience: Must have six (6) 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: Have one (1) year of education above high school. OR,
• Combination of experience and education: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

1. Performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting, advises clinical staff on administrative processes, scheduling appointments, monitoring appointment requests from multiple electronic sources, verifying and updating demographics and insurance information, and coordinating administrative functions.

Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs): (Candidates must demonstrate all KSA's at this level.)

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.

References: VA Handbook 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-06.

Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work. The incumbent will need to have the ability to verbally communicate and hear (aid is permitted) using a telephone and also must be able to type and operate computer equipment as an essential part of their position.

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.