This position serves in Prosthetics & Sensory Aids Servicey, Lexington, KY and has front-line contact with patients and staff. This position requires a high level of customer service skills and is able to relate those skills when dealing with Veterans, families, and outside customers.

Duties

Major Duties: Schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Cancels, re-schedules patient's appointments and/or consults Enters no-show information Monitors the electronic wait list Prepares for clinic visits Ensures escort/transportation services are properly arranged Operates a multi-line telephone system to receive/relay incoming and outgoing telephone messages Faxing/scanning of documents Monitors both inpatient and outpatient appointments for areas of responsibility Ensures encounter forms are completed in order to obtain appropriate workload credit Manages both incoming and outgoing calls and mailings Verifies and updates demographics and insurance information Processes all emergency and non-emergency transfers to other VA facilities or private hospitals Performs basic eligibility, co-pays and preauthorization requirements for specific coverage Work Schedule: Monday - Friday, 8:00am to 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

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. 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. Grade Determination, GS-05: Experience: One year of experience equivalent to the GS-4 grade level which includes but is not limited to: 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; responsible for 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; canceling, re-scheduling patient appointments and/or consults; 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.); OR Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all the following KSAs in addition to the above-listed experience or education: Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References: VA Handbook 5005, Part II, Appendix G45 The full performance level of this vacancy is GS-5. Physical Requirements: The work is mainly sedentary but requires some bending, walking, standing and the carry of such things as patient records, supplies and inter-office mail. This position may involve more frequent walking to various locations of the medical facility, but these do not require unusual physical demands to perform the work. The incumbent has everyday exposure to communicable disease and at times, verbal abuse due to working in close proximity to patients. The incumbent performs a variety of clerical duties in support of the care of physicians, nurses, social workers, dietitians and other professionals. Other responsibilities may include: the care and treatment given to patients such as receiving patients or maintaining patient files; work administering or advising on medical record systems; work maintaining/updating medical records in a ward, clinic, or other such unit of a medical facility.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Lexington VA Health Care System 2250 Leestown Road Lexington, KY 40511 US
• Name: Melanie Clark
• Phone: 0000000000
• Email: [email protected]