The primary function of this position is to provide clerical/administrative support to the Caregiver Support Program. This position provides medical administrative support to one unit and is an integral member of the team to effectively carry out day-to-day administrative operations of the Caregiver Support Program including mailing written correspondences.

Duties

Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation, schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary. Ensures appointments are timely and in accordance with physicians' requests, explains necessary test preparations to patients. Receives telephonic requests for information and transmits requests to the appropriate physician. Assists Caregiver Support Program to compile workload accountability information. Obtains and reviews medical records of patients prior to scheduled appointments. Ensures patients completes all necessary forms prior to being seen by the provider. Support staffs are the first line of contact for VAPIHCS. Incumbent is responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as, telephone numbers, locations of offices and personnel and clinic hours of operation. Receives patients and visitors as the initial point of contact, and ascertain the nature of the call or visit, obtains identifying information, and determines the nature and urgency of the patient's or visitors request. Applies clinic guidelines concerning release of patient information, refers patient to the appropriate staff member as required and verifies patient's eligibility for treatment. Provides information regarding the facility policies, procedures, and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns. Monitors and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Quality Assurance monitoring using appropriate tools regarding the completion and contents of the patient record. Work Schedule: 0730-1600 Monday through Friday Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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: A. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. B. 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 qualifying for entry level for which both education and experience are acceptable. C. 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 D. Grandfathering Provision. 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). E. Grade Determination: Experience. One year of experience equivalent to the GS-5 grade level. 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. F. References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistant, dated August 1, 2019The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is in the range is GS-06.G. Physical Requirements: See VA Directive and Handbook 5019.

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 Spark M Matsunaga Department of Veterans Affairs Medical Center 459 Patterson Road Honolulu, HI 96819 US
• Name: Monica Thomson
• Phone: (925) 506-5370
• Email: [email protected]