The incumbent functions under the supervision of the Chief Nurse Informatics & Telehealth or delegate and is directed on a day-to-day basis by the Telehealth Supervisor, who provides the daily administrative and clerical operations and assignments in the Telehealth Program indicating generally what is to be done, quantity expected, deadlines, and priority of assignments.

Duties

Communicates and interacts with patients, family members, and other members of the health care team in a courteous, tactful, and helpful manner. Implements age specific knowledge and skills to modify communication to accommodate hearing, visual, and cognitive impairments for adult and geriatric patients. Maintains patient privacy in all aspects of care delivery. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. The primary point of contact for the VHRC for patients, Medical Center staff, community agencies, and various others who contact this office and refers them to appropriate staff members when appropriate. Takes independent action to resolve the inquiry when appropriate but refers business requiring a scientifically qualified response to the appropriate technical area within the VHRC, Telehealth Service or within the organization. Responds to inquiries from patients, family members and caregivers. Serves as a point of contact for patients, medical center staff, VISN staff, community agencies, and various others who contact this office. Serves as the Administrative Support Assistant to the Telehealth Service, providing primary support to the VHRC within Telehealth Service. Assist with any future, proposals/projects that are implemented. Coordinates activities of the service/program with medical support services throughout the organization. Analyzes own workflow to determine potential problem areas and recommends corrective action to improve coordination between various services and CBOC's. Deals effectively with other administrative and professional staff, Coordinates with the Facility Telehealth Coordinator, administration, and nursing supervisor and/or their designee to ensure timeliness and resource availability. Prepares, both independently and in collaboration with others, recurring and non-recurring reports, letters, and memoranda. Prepares minutes from monthly staff meetings for the Telehealth Supervisor and other documents in the format specified by the Telehealth Supervisor, prepares all correspondence in the proper format required by the Telehealth Supervisor or VA policy, and prepares and completes other administrative duties as assigned. Complete VA forms as requested, verifying all required information is present and accurate. The incumbent will maintain the Telehealth Care Technician clinic schedule collaborating appointments for patients, meetings, conference calls, and other various scheduled activities for the Telehealth Program, and provides a briefing on the nature of the appointment. Will actively participate as a member of the facility Telehealth Committee. Responsible for submitting requests for the purchase of any supplies that are required for daily function of Telehealth Program and maintain an inventory of these supplies. Communicates verbally and in writing with a variety of people from different backgrounds and different levels of understanding. This may include clerical, technical, administrative, and professional (medical and non-medical) people at all levels in the agency. Prioritizes and completes assignments in a timely manner. Educate patients on the different modalities and capabilities of the Telehealth programs available, as well as providing basic generalized technical support. He/she creates the appropriate training setting/environment using interactive technology and is knowledgeable of adult learning using interactive technology and maximizing environments to support such activity. Communication, both oral and/or written, is generally provided promptly and is responsive to the needs of the customer. Utilizes statistical data to compile a monthly workload report for all program staff. Maintains confidentiality of patient information via written, verbal, and/or electronic record. Duties will be varied and consist of handling data and assisting with coordination of schedules for patients, providers, and locations. Participates in performance improvement activities aimed at improving the efficiency of the patient Telehealth processes. The incumbent tracks all return to clinic orders for scheduling timeliness and completion, ensures clinics set up for Telehealth clinics are accurate to providers need by monitoring action required reports, assists in developing best processes/practices for monitoring performance and generates and mails initial appointment reminders for Telehealth Program patients. The incumbent is responsible for utilizing statistical data to compile a monthly workload report for VHRC. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Not available Virtual: This is not a virtual position Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 12 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 Certification: None required. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: Advanced Medical Support Assistant GS-6 Grade Level: Experience: One year of experience equivalent to the [GS-5] grade level. Experience is defined as experience that includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Candidates must also be able to demonstrate the following Knowledge, skills, and abilities for the GS-0679-6 level to qualify for this position: 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 and abbreviations Preferred Experience: Home Telehealth Experience preferred References: VA Handbook 5005/117, Part II, Appendix G45 Dated: August 1, 2019 The full performance level of this vacancy is a GS 06. The actual grade at which an applicant may be selected for this vacancy is a GS 06. Physical Requirements: VA Directive and Handbook 5019.Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.

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 Huntington VA Medical Center 1540 Spring Valley Drive Huntington, WV 25704 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]