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:

• Citizenship
• Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with chapter 3, section A, paragraph 3g, this part.) Experience
• At least a high school diploma with desire for some post high school education or equivalent experience
• OR Education
• One year above high school or some equivalent experience
• OR Experience/Education Combination
• Two years above high schools or some equivalent experience
• English Language Proficiency
• NAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j GRADE REQUIREMENTS GS-6 Experience
• One year of experience equivalent to the [GS-5] grade level
• Experience Requirement: In addition to meeting the basic requirements, do you possess one (1) year of specialized experience equivalent to the next lower grade level (GS-5)Examples of specialized experience include but are not limited to: Responsible for [answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit], scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling [patient] appointments and/or consults
• entering no-show information
• monitoring [appointment requests from multiple] electronic sources
• participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments [in] areas of responsibility
• verifying and updating demographics and insurance information when patients check-in for appointments
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.)
• 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
• 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)
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019.