The MSA/GCA consistently projects a professional and courteous demeanor and must pay close attention to detail while demonstrating excellent customer service skills with patients and staff. The MSA/GCA performs appropriate administrative duties of a complex and sensitive nature. The MSA/GCA is adaptive to changing processes, displays a high degree of independence and problem-solving skills, and is able to organize and prioritize in a dynamic work environment.

Duties

Specific duties include but are not limited to: Procures other necessary data when requested prior to clinical encounter by interviewing patients, their representatives and related family members, reviewing official records and requesting, via information release, non VA medical records and test results pertinent to patient cases. When requested, incumbent fills out patient information in tools such as BOADICEA, Tyrer Cuzick, FamGenix, etc. to help providers with cancer and mutation risk assessment. Ensures outside medical provider documentation is obtained and scanned into the Electronic Health Record. Maintains regular contact and communications with CCGS staff, patient site staff (including Facility Telehealth Coordinators (FTCs), Telehealth Clinical Technicians (TCTs) and other designated tele-presenters to identify and resolve telehealth process issues, and other logistical issues. Participates in quality assurance activities, reviews appointment data, cancellations, and no-show statistics. Maintaining TMS trainings and scheduling keys. Schedules appointments and interprets/verifies providers' orders in accordance with VHA national scheduling guidelines. Develops processes to schedule, confirm and coordinate telehealth services for patients within facility (intra-facility) and outside facility (inter-facility), ensures nonconflicting appointments/schedules and maintains and communicates daily telehealth schedules for CCGS providers. Work Schedule: Monday-Friday, negotiable Telework: Available 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. Experience: One year of experience equivalent to the [GS-5] grade level. 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). GS-6 Grade Determinations: 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: One year of experience equivalent to the [GS-5] grade level AND demonstrate the following KSA's: 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. Preferred Experience: prior experience in a clinical environment, experience tracking lab orders, and experience in team based healthcare References: VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-6. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting boxes or records.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Durham VA Medical Center 508 Fulton Street Durham, NC 27705 US
• Name: Natasha Bridge
• Phone: 804-854-2579
• Email: [email protected]