The Program Support Assistant serves as the Office of Community Care (OCC) Coordinator providing administrative support to clinicians, administrative and professional staff to coordinate Veteran care, inpatient, and outpatient. The employee utilizes a variety of computer applications and software such as Outlook, Excel, Word, and automated patient medical record systems. The position is within the Captain James A. Lovell Federal Health Care Center (FHCC) located in North Chicago Illinois.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include but may not be limited to: Communicates tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers to include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Collaborates and communicates 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. Utilizes a thorough working knowledge of clinic processes, procedures, and services to function in and interact with various clinics throughout the hospital /medical facility and within the community. Manages priorities and coordinates work to complete duties in an accurate and timely manner, including organizing work, setting priorities and meeting deadlines with the understanding of patient impact regarding unfinished or inaccurate work. Performs various duties while ensuring accordance with but not limited to the Privacy Act, Health Information Portability and Accountability Act, the Freedom of Information Act, and VA policies, rules and regulations governing release of records. Maintains confidentiality of patient/employee information, electronic and print. Verifies Veteran eligibility utilizing various software applications, generates clinical care authorizations, schedules appointments, reviews progress notes, and closes consults via computerized patient record system program. Processes authorization based on eligibility for specialty programs in the VA Community Care Program. Serves as a point of contact for designated community care claim needs and coordinating with Payment Operation and Management when authorizations are required for outstanding claims. Explains VA mandate to collect insurance information to Veterans, their families, and other eligible patients, and contributes to the revenue collection process by identifying patients with third party insurance. Utilizes computerized programs and databases to enter, modify and retrieve sensitive information and data into or from electronic medical records, scheduling systems/or reporting formats to make or update appointments and patient health records. Utilizes skill in compiling readily available data from prescribed sources; knowledge of organization to search records, files, or electronic data banks to locate information needed, and to verify information given. Utilizes 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. Manages information security within areas of responsibility to assure computer system security and confidentiality of sensitive information is maintained and that employee access to sensitive information is limited to only that which the employee requires to perform their duties, and reports and addresses violations of information security. Participates in activities to close gaps and improve the efficiency of care, to include reviewing patient charts, reporting discrepancies, and participating in team huddles. Performs other related duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Ad-Hoc Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Requirements

Qualifications

SPECIALIZED EXPERIENCE: Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to this Program Support Assistant position. To be creditable, specialized experience must have been equivalent to at least the next lower grade level (GS-5). Specialized experience includes utilizing a variety of computerized programs and software to maintain electronic files and databases; scheduling and/or updating appointments or information in a patient health/medical record; and responding to correspondence and inquiries via email, by phone and in person. (Resume(s) must clearly support the duties and experience required for this position. We will not make assumptions regarding experience.) This position requires the skills of a qualified typist. In addition to meeting the specialized experience, applicants must be able to type at least 30 words per minute. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer ServiceManages and Organizes InformationOrganizational AwarenessTechnical Competence IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. PHYSICAL REQUIREMENTS: The majority of work is performed in an office setting and primarily sedentary. There can be demands for standing, walking, bending, light lifting, and long periods of sitting. The employee is required to make and answer numerous telephone calls and must have adequate eyesight and hand dexterity to allow for reading and operating a computer terminal. The employee must be able to function calmly under stress. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

Contacts

• Address Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]