Duties
- As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at VA. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
- Utilizes professional communication etiquette in all modes of customers contact in-person, telephone, and email correspondence. - Responds to client requests and seeks resolution of family/patient/employee complaints; will forward unresolved complaints to supervisor, when appropriate.
- Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for residents.
- Coordinates and schedules the travel to various UCSF campus, other VA facilities or other private hospitals emergency and non-emergency appointments.
- Manages position responsibilities with some supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
Maintain the electronic white board for emergency preparedness.
-Updates the Bed Management Solution BMS as part of the VISN 21 requirement to reflect current operational beds and active bed status; changes in patient room assignments need to be entered in the BMS; isolation room icons and EMS icons are entered to reflect bed status and metric on EMS response to clean time is measured.
As assigned by supervisor. performs environment of care (EOC) rounds, assist with maintaining equipment inventory and required maintenance dates.
- Serves as the coordinator for the maintenance of equipment with Engineering
to ensure that all work requests are completed timely.
- Ensures accurate information is entered into the Veterans Health Information Systems and Technology Architecture (VistA) computer system, and the Computerized Patient Record System (CPRS).
- Receives telephonic requests for information and transmits requests to the appropriate physician. Incumbent will receive customers in-person, as well as gives and/or receives information to and/or from patients over the telephone at the request of the supervisor and/or other members of the health care team. VistA and Outlook email programs will also be utilized for communication with all staff and team members.
- Explains to veterans the importance of keeping appointments (avoiding no-shows) and the impact it has on the health care system.
- In collaboration with the Release of Information (ROI) Unit, incumbent assists with the completion of ROI requests, usually by providing information and forms, then forwarding information/requests to the ROI Unit. S/he will assist the ROI Unit with requests for non-VA medical records of our co-managed patients by requesting these documents from her/his clinic workstation. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and Vista Imaging software.Coordinating with Voluntary Services for obtaining personal items, ordering air beds, and releasing of computerized delayed orders for new admissions in the Computerized Patient Record System (CPRS) Functions as a member of the CLC healthcare team.
- Observes patients for physical or emotional reactions, providing reassurance during activities.
- Performs ordering of supplies and equipment using automated systems within the medical center, maintains accountability of the clinic hand receipt.
- Incumbent will regard fellow Medical Support Assistants, Program Support Assistants, other administrative staff and clinical personnel as professionals and team members. S/he will take the initiative to assist fellow clerk team members during peak workload times and when there are staffing shortages, regardless of the assigned area within the Community Living Center.
- Perform other duties as required.
Work Schedule: 0730-1600
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Requirements
Conditions of Employment
- You must be a U.S. Citizen to apply for this job.
- Selective Service Registration is required for males born after 12/31/1959.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Must pass pre-employment physical examination.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement
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 3j
Preferred Experience: One-year experience working in a medical or clinic setting, scheduling appointments, referring patients to specialty clinics, collecting insurance documentation, documentation in electronic health records, and advanced medical terminology.
Grade Determinations:
GS-5 MSA (Full Performance Level) Experience or Education. One year of experience equivalent to the next lower grade level (experience working in a medical or clinic setting, scheduling appointments, referring patients to specialty clinics, collecting insurance documentation, documentation in electronic health records, and advanced medical terminology)
or 4 years of education above high school (
must provide Transcripts if using Education to qualify)
Demonstrated Knowledge, Skills, and Abilities. Candidates
must demonstrate the KSAs below:
- Ability to operate computerized programs and systems to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
- Advanced knowledge of basic medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
- Ability to make appointments in a clinical setting.
- Ability to work independently in the accomplishment of a wide variety of duties, performing patient support work.
- Ability to communicate effectively and professionally in person, electronically and or by telephone with internal and external customers.
- Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
References: VA HANDBOOK 5005/53 Appendix G45The full performance level of this vacancy is GS-5.
Physical Requirements: The work is mostly sedentary, however may require periods of standing and walking.
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/.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for 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; religions; 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.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this
checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- License
- Other (1)
- PCS Orders
- Professional Certification
- Resume
- Separation Notice (RIF)
- SF-15
- SF-50/ Notification of Personnel Action
- Transcript
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit
Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/08/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12589762.
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account,
https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.