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
• Education or Training: 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 One year above high school
• OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Physical Requirements: Must pass a pre-employment physical per VA Directive and Handbook 5019
• English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j
• IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE FOLLOWING GRADE REQUIREMENTS TO QUALIFY FOR THIS POSITION
• GS-6 Grade Requirements: You must have one year of experience equivalent to the GS-5 level
• Specialized experience includes, but is not limited to: Advising clinical staff on current administrative processes
• Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system
• interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Entering no-show information
• monitoring appointment requests from multiple electronic sources
• participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility
• verifying and updating 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.)
• AND Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate the KSAs below: 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
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: The work is primarily sedentary
• Physical demands do not exceed those of a typical office setting
• There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items
• Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.