Clarification from the agency

This vacancy announcement is open to current employees of the North Florida/South Georgia Veterans Health System, affiliated Community Based and Outpatient, all employees of the Veterans Health Administration (VHA) and VA Wide. This position is announced under the provisions of 38 U.S.C. § 7412.

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• Assists 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
• Manages responsibilities independently with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
• Participates in the team huddles and team meetings where patient care planning and management occur
• Daily reviews of active/pending consults, pending clerk orders and scheduling tracking notes 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
• Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting
• Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
• Coordinates appointments with the patient's input using the desired date, 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.
• Resolves difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity
• Serves as technical advisor and liaison with contacts at all levels for Community Care Service
• Performs varied and complex duties of an Advanced Medical Support Assistant in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours
• Ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list
• Requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations

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
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/27/2021.
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 of clerical, office, customer service, or other administrative work that indicates the ability to schedule and coordinate appointments acquire the particular knowledge and skills needed to perform the duties of the position;
• 2-3 years of administrative and/or clinical background, preferred.
• Demonstrates the ability to schedule and coordinate appointments.
• Demonstrates dependability and flexibility.
• Demonstrates strong ability to function independently.
• Experience working with excel spreadsheets and word documents, required.
• Evidence of self-direction.
• Excellent customer service and communication skills.
• Have a basic understanding of organization and administration of multifaceted health care delivery systems, specialty and subspecialty care, data base management.
• Prior VA experience, preferred; OR
• Education - One year above high school; OR
• Experience/Education Combination - Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Physical Requirements - See VA Directive and Handbook 5019.
• English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
• Certification- None required.

• Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
• Advises clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults, enters no-show information
• Monitors appointment requests from multiple electronic sources
• Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
• Monitors both inpatient and outpatient appointments in areas of responsibility
• Verifies and updates demographics and insurance information when patients check-in for appointments
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

• 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
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• 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
• 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
• 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

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.

Your resume must include ALL of the following information:

• • Job Title (include series and grade if Federal Job)
  • Duties (be specific in describing your duties)
  • Employer's name and address
  • Start and end dates including month, and year (e.g. June 2007 to April 2008)
  • Start and end dates for each grade/pay level if you've held a federal position.
  • Full-time or part-time status (include hours worked per week)