Clarification from the agency

This job is open to current permanent Department of Veterans Affairs employees, current permanent federal employees of other agencies, and all U.S. citizens

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Duties of the position include, but are not limited to:

• Work collaboratively with the RCT members, facility community care program, the Patient Aligned Care Teams (PACT) and Specialty Care clinicians, and other staff within VA and outside VA.
• Contact the patient and discuss options for internal/direct VA care vs. Community Care (when eligible). Document the discussion in the electronic medical record.
• Prioritize calls and make decisions based on caller needs, handing off calls to the RCT Nurses for patients/callers that potentially have an emergent or urgent care need, as well as resolving non-urgent needs.
• Use advanced interpersonal skills in order to effectively understand patient's needs, assess possible courses of action and take appropriate measures to ensure patient satisfaction.
• Prepare, compose, and review outgoing correspondence for the purpose of obtaining or supplying information.
• Display a cooperative attitude and will effectively work together to implement the organization's mission and goals.
• Protect printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statutes and policy, and VHA policy.
• Performs other duties as assigned.

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 be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience: Six (6) 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;
• Education: One (1) 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.

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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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.

• 1 year experience navigating electronic medical records system.
• 1 year experience providing customer service to internal and external customers in the healthcare field.
• Familiarity with medical terminology.
• Familiarity with Microsoft Office programs, to include Outlook, Teams, Excel, Word, and SharePoint.

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.

Area of Consideration - Eligible applications will be reviewed and referred in the following order:

1. Current permanent VA employees of the facility
2. All other VA employees
3. All other applicants