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Form of workThese positions is located at the Richmond VA Medical Center in Richmond, VA and surrounding locations (Henrico, Fredericksburg, Emporia, and Charlottesville). The incumbents will work collaboratively in an interdisciplinary coordinated care delivery model and perform receptionist duties, customer service, and other duties assigned for the proper and timely treatment of patients and maintain appointment schedules.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.
- 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.
Grade Determinations:
- 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.
- Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
- Schedule medical appointments in a clinical setting.
- Work independently in the accomplishment of a wide variety of duties performing patient support work.
- Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
- Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.Education: There is no education substitute for this position.Employment Type: FULL_TIME
