Clarification from the agency

Open to the public. This announcement will close on the close date or before if 50 applicants a have applied. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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This position is located at The VA Caribbean Healthcare System's Community Based Outpatient Clinics in Saint Thomas, Virgin Islands. The tours of duty will be established based on demand of the work area. The incumbent is expected to present to work in a professional and timely manner in accordance with established tour of duty. Duties include but are not limited to:

• Serve as a primary source of patient care and patient flow information, offering key administrative advice and guidance to the patient care team.
• Perform clerical work that supports patient care and treatment across assigned services or clinics.
• Work primarily within an assigned service or clinic, but may provide coverage for primary care, specialty care, Call Center, Urgent Care, or interdisciplinary care teams as needed.
• Carry out scheduling duties in accordance with the National Scheduling Directive, using PC applications, VistA systems, and the Federal Electronic Health Record (EHR).
• Use specialized administrative judgment and apply flexible clinical flow processes to support access to care across multiple clinics, specialties, and community care resources.
• Coordinate with patient care teams to review clinic appointment availability and utilization, ensuring schedules are closely monitored and adjusted to meet clinic needs.
• Maintain effective and efficient communication with patients, care teams, VA medical centers, and external agencies, including:- Assisting communication during inpatient-to-outpatient discharge- Contacting non-VA facilities- Preparing correspondence to notify patients of normal lab results- Managing follow-up systems for consults, tests, and other care needs
• Process incoming Secure Messaging through MyHealtheVet and coordinate with care teams as appropriate.
• Participate in team huddles and meetings to manage, plan, problem solve, and follow up on patient care through shared information and collaboration.
• Set priorities and deadlines, adjusting workflow and task sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate results to providers; assist teams in reinforcing plans of care and self-help solutions.
• Enter required information into the electronic record, monitor pre-appointment requirements, and assure patient readiness for visits and procedures.
• Manage patient systems to verify and validate information accuracy, resolving discrepancies as needed.
• Evaluate patient information and clinic schedule lists to determine if a patient requires an immediate appointment.
• Inform team members about shared patients, including those receiving care at multiple VA centers or in the community.
• Use word processing and office automation software to store and retrieve documents, format correspondence and reports, activate printers, and send/receive e-mail.
• Performs other related duties as assigned, tailored to the needs of the specific service or unit.
• Determining Veteran eligibility and enrollment status using the Veteran Enrollment system (VES) and other administrative tools.
• Coordinating emergency and non-emergency transfers to VA or non-VA facilities and determining appointment type based on eligibility.
• Assisting Veterans in completing documentation for medical benefits and entitlements.
• Reviewing CPRS and administrative records to verify insurance coverage, service-connected conditions, and eligibility for specific benefits.

Work Schedule: Monday-Friday, 7:30am-4:00pm or 8:00am-4:30pm. Based on the needs of the service
Functional Statement #: 62019F

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.
• 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.
• Must pass pre-employment physical examination.
• 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

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.

English Proficiency. MSAs must be proficient in spoken and written English and Spanish.

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:

Preferred Experience: One year of experience equivalent to the next lower grade level (GS-5).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).

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

Grade Determinations:

To qualify for the GS-06 level, you must have one year of experience equivalent to the GS-5 grade level. Experience at the GS-5 includes but is not limited to: scheduling, cancelling, re-scheduling patients appointments and/or monitoring both inpatient and outpatient appointments for areas of responsibility, 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, performing basic eligibility, co-pays and preauthorization requirements for specific coverage, etc.


References: VA Handbook 5005/53, Part II-G45, MEDICAL SUPPORT ASSISTANT, dated June 7,2012. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-6.

References: VA Handbook 5005/53, Part II-G45, MEDICAL SUPPORT ASSISTANT, dated June 7,2012. This can be found in the local Human Resources Office.

Physical Requirements: The employee's work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved.

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.