This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), Salisbury VA Health Care System (SBYVAHCS), Optometry Service, TeleEye Section, Salisbury, NC. The incumbent provides assistance in program operations, data collection, and implementation of best practices to ensure a successful TeleEye program.

Duties

The incumbent is responsible for collecting, compiling and/or tracking statistical information and preparing complex data/reports related to the administrative, clinical, and technical aspects of the program. The incumbent tracks achievement on performance measures, goals, and objectives; receives and processes documents and reports in accordance with established procedures; uses software applications to draw information from a wide variety of sources in order to prepare reports; retrieves a variety of computerized data; establishes protocols for incoming data; organizes and maintains patient data; maintains automated system of program specific data to track suspense's on items such as project milestones, progress reports, funding accomplishments, compliance strategies, etc. and assists in the planning, review, reporting, and presentation of data/statistical results of program studies. The incumbent tracks and trends issues related to program effectiveness and implementation; utilizes statistical data to compile monthly workload reports as requested for all program staff; reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. Participates in performance improvement activities related to the program quality improvement process; and offers performance improvement advice to program staff. Liaison for estimates regarding travel, training, equipment, supplies and material, and other operating expenses of the TeleEye Section. Prepares data summaries for inclusion in reports. Performs a variety of planning in the formulation, execution, and review of the TeleEye program. Performs work related to the acquisition and/or development of program information and resource materials/personnel to support the policy development and/or technical activities of the TeleEye program. Completes special projects in support of the policy development and/or technical/program activities. Assembles and summarizes data, background information, and other materials from publications and other sources. Works collaboratively with the TeleEye Chief and TeleEye staff locally and throughout VISN 6 and SBYVAHCS Optometry staff. This support ensures the smooth flow of program operations, troubleshooting and scheduling. Receives telephone calls and correspondence which are then screened on the basis of knowledge of the program or operations and refers to appropriate personnel for action. Evaluates and interprets administrative material received in the service, advising the TeleEye Section Chief, Service/Assistant Service Chief, Administrative Officer, and appropriate staff of anything that requires a suspense date or implementation. Establishes and maintains records and files according to written guidelines. Updates and maintains TeleEye program memorandums and guidance documents. Maintains training and notifies staff of requirements. Prepares requests for personnel actions and maintains personnel related files and records which are relative to competencies, performance ratings, position descriptions, awards, etc. Coordinates and schedules patient care using VA approved scheduling programs and practices as well as communicating information regarding appointments to patients. The incumbent meets the needs of customers while supporting VA missions; consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner; provides the customer with consistent information according to established policies and procedures; and handles conflict and problems in dealing with the customer constructively and appropriately. The incumbent protects 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; protects the data from unauthorized release or from loss, alteration, or unauthorized deletion; and follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs. Work Schedule: Various Tours Compressed/Flexible: Available Telework: Available, at service discretion 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

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. 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. 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: Experience. One year of experience equivalent to the [GS-5] grade level. Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ]. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ]. For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time]. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. 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.] ii. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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]. iv. 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. [v.] 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. [vi.] Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117, Part II, Appendix G45, Dated: 1 August 2019 The full performance level of this vacancy is GS-6. Physical Requirements: SeeVA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in front of a computer screen for 90% of your day.

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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]