Clarification from the agency

Only current, permanent St. Cloud VAHCS employees are eligible to apply to this announcement (including CBOCs).

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Major duties include but are not limited to:

• Provides specialized and expert communication and appropriate information across service lines for seamless function of program and collaboration of care for Veterans
• Expertly develops and maintains effective and efficient communication with the Veterans, outside agencies, all VA staff and any customers
• Participate in and independently follow up on team huddles, sharing information and collaborating with the medical team assuring continuity of care
• Participates with expanding face to face and non-face to face care by using Veteran Health Coaching skills and enhancing Veteran self-management
• Screens calls and determines if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional
• Maintains, and secures medical records as appropriate and in accordance with Health Insurance Probability and Accountability act of 1996 (HIPAA)
• Enters appropriate information into the Veterans electronic medical record
• Assures appropriate forms and documents are presented, sent out, or completed by the Veterans. Facilitates Release of Information for records and documents being received from outside facilities following national guidelines, monitoring and tracking the progress of receiving required information
• Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload
• Prepares agendas and minutes. Records, and publishes meeting agendas and minutes
• Updates Veteran's demographic information to include the following: address, phone number, next of kin, insurance, preferred method of communication, power of attorney information, and other information as new programs that are added or changed
• Receives and responds to inquiries via Secure Messaging, VAR, Vetext, Letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting to the appropriate clinical staff member, requesting of tests or medications, questions on appointments, scheduling, and various other inquiries. They are able to recognize and refer urgent inquiries to professional staff for immediate action as needed
• Follows all National and local scheduling, Health Care System, and service line policies, procedures, and guidelines
• Monitors pre-appointment requirements (i.e. x-rays, labs, etc.)
• Coordinates with teams to review clinic appointment availability utilization to ensure clinic schedules are closely monitored to effectively support the needs of the clinics and recommend necessary adjustments

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.
• 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.
• Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
• Physical Requirements. See VA Directive and Handbook 5019.
• English Language Proficiency. MSAs must be proficient in spoken and written English.

• Experience. One year of experience equivalent to the GS-5 grade level.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  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.

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.