Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This position is open to all current, permanent VA employees. 1st Area of Consideration - Current, permanent Cincinnati VAMC (539) employees and associated clinics; 2nd Area of Consideration - All other current, permanent VA employees

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VA Healthcare System Serving Ohio, Indiana, and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

· Plans and directs programs at medical center MHCL clinics with full supervisory responsibility.
· Assigns and evaluates the work of subordinate staff.
· Resolves complex problems to ensure patient services are met.
· Evaluates new products, equipment, and systems to recommend improvements for operations.
· Identifies educational or training needs of staff.
· Makes final decisions on selections, evaluates performance, and takes disciplinary action as necessary.
· Exercises full administrative and professional responsibility for planning and directing AMSA activities.
· Extracts and analyzes data to provide performance measure reports to senior management.
· Manages MHCL clinic grids, clinic cancellations, clinic letters, and clinic scheduling needs in collaboration with the MHCL Associate Administrative Officer.
· Coordinates with patient care teams to review clinic utilization using various reports and adjusts clinic setup as needed.
· Admits and discharges patients to Residential and Inpatient Units.
· Works with outside organizations to secure medical care for patients.
· Serves as subject matter expert on FED Traveler rules and regulations and assists clinicians with travel requests.
· Develops and maintains effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies.
· Facilitates communication during inpatient to outpatient discharge processes.
· Communicates with non-VA medical facilities and processes secure messaging with patients and teams.
· Notifies patients of normal lab results.
· Develops and manages tracking systems for follow-up care such as consults and tests.
· Participates in team meetings to manage and plan patient care.
· Sets priorities and deadlines and adjusts work flow to meet team and patient needs.
· Reinforces the plan of care and enters appropriate information into the electronic record.
· Monitors pre-appointment requirements to ensure readiness for patient visits.
· Manages the electronic wait list to verify accuracy and resolve issues.
· Participates in problem solving on operational issues and performs necessary administrative follow-up actions.
· Shares information and collaborates with the medical team to assure continuity of care.
· Evaluates patient information and clinic schedule lists to determine whether patients are vested.
· Educates providers about shared patients receiving care at multiple VAs or in the community.
· Greets veterans in a manner that puts them at ease and provides assistance and directions as needed.
· Ensures registration and insurance card information is accurately entered into the computer system.
· Processes Release of Information requests in a timely manner following HIPAA guidelines.
· Schedules appointments and consultations following ACA principles and schedules patient travel in a timely manner.
· Maintains supply inventory and serves as a Purchase Card holder.
· Takes minutes for various meetings.
· Serves as Unit timekeeper and ensures timely, accurate data entry in VATAS.
· Performs other related duties as assigned.

Work Schedule: Monday - Friday, 7:30am to 4:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 91551-A
Relocation/Recruitment Incentives: Not Authorized
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.

• 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.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• Must be proficient in the English language.
• Experience/Education/Combination:
  • Experience. No experience required.
  • *Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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:

Minimum Requirements for GS-8 Level:

To qualify for the GS-08 level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising medical support assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Experience at the GS-7 includes but is not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Candidates must also demonstrate all of the knowledge, skills, and abilities below:

• Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
• Ability to provide briefings, orientations, staff development, and training [in a patient support setting].
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

Preferred Experience: N/A

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

The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8.

Physical Requirements: The position involves a great deal of mobility within the medical center. The employee must be able to operate a computer terminal and manage multiple activities at one time. They may need to carry medical records weighing 5 to 10 pounds. The employee is required to sit for various lengths of time, with some bending and lifting. They may be required to work at top speed for several hours at a time.

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.

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.