Clarification from the agency

Open to Current, Permanent, VA San Diego Health Care System (VASDHCS) Employees and other current, permanent VA employees ONLY. NOTE: The 2-page Resume requirement does NOT apply to this position. For more information, refer to Required Documents below.

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The duties include but are not limited to:

• Schedules appointments, including interpreting, and verifying provider orders in accordance with Veterans Health Administration (VHA) national scheduling guideline.
• Performs Admissions, Discharges and Transfers (ADT) movements via VA computerized application systems.
• Completes varied assignments which are complex and detailed in nature, requiring coordination with the self-directed team members, team coordinator, administrative and clinical staff within the medical center and with community providers.
• Cancels, re-scheduling patient's appointments and/or consults.
• Enters no-show information.
• Monitors both inpatient and outpatient appointments for areas of responsibility.
• Ensures action required encounters are printed to providers twice daily in order to obtain appropriate workload credit.
• Process all emergency and non-emergency transfers to other VA facilities or private hospitals.
• Plans and carry out the assignment, resolving most of the conflicts that arise during the execution of the assigned duties.
• Coordinates the work with others as necessary and interpreting policy on their own initiative in terms of established objectives.
• Provides the customer with consistent information according to established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately.
• Handle all interactions with courtesy, professionalism, and diplomacy. It is expected that he/she will demonstrate flexibility amid changing priorities and/or critical deadlines. The incumbent is expected to meet the needs of customers while supporting VA missions.

Performs other related duties as assigned.

Work Schedule: Varies, to include weekend and holidays; Rotation from 7:00 AM to 3:30 PM, or 3:30 PM to 12:00 AM, or 12:00 AM to 8:30 AM.
Recruitment Incentive (Sign-on Bonus): Not Authorized.
Permanent Change of Station (Relocation Assistance): Not Authorized.
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 000000
Permanent Change of Station (PCS): Not Authorized.

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.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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, 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
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.

Grade Determinations: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates:

Experience. One (1) year of experience equivalent to the GS-5 grade level.

Assignment: The Advanced MSA provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, problem solve, and follow-up with] patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members] about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Preferred Experience:

• Subject matter expert in Ward Administration policies and procedures.
• Experience in Admissions, Discharges, Transfers (ADT) movements.
• Experience interacting with internal and external customers to achieve desired outcomes.
• Experience coordinating information and actions related to patient care and services.
• Experience with VA computer applications and systems to include Vista, CPRS, ISS, and Insurance Capture Buffer (ICB) System.
• Experience with scheduling, cancelling or rescheduling appointments in accordance with VHA national scheduling guidelines.
• Experience with performing patient check-in or check-out procedures.
• Experience with interpreting and verifying provider orders.
• Experience with obtaining medical information from patients, documenting information accurately in the appropriate system and communicating accurately and timely to the appropriate clinician or team as needed.
• Experience with entering no-show and cancel by patient information.
• Possess excellent customer service skills, organizational skills, and time management skills.
• Experience performing basic eligibility, co-pay and pre-authorization requirements for specific coverage (e.g., TRICARE, sharing agreements, etc.).
• Flexibility with work schedule.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

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, resume, 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.