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Summary The incumbent serves as a Medical Support Assistant in the Daytime Clinical Call Center. S/he works at a two-divisional teaching hospital affiliated with the University of Kentucky (UK) Medical Center at the Lexington Veterans Affairs Health Care System. Incumbent will normally work at the Sousley - Leestown location for the two divisions but may be required to work at the other location as necessary. Responsibilities The incumbent serves as a Telephone Care Clerk for Patient Care Services within the Primary Care Outpatient Clinics. In this capacity the incumbent will provide telephone access to our veteran population. This is a complex role requiring a global understanding of Lexington VAHCS policies and procedures. Major Duties: Clinical and administrative network designed to provide fast, responsive assistance for veterans seeking information and care at this medical center. Works collaboratively with an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used) Develop/maintain effective and efficient communication ,with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., communicate with non-VA medical facilities) Provides assistance with telephone coverage and analyzes calls to take action when appropriate in referring calls to the appropriate staff members. Acts as primary liaison between the medical facility, patients and their families for consulting, advising and assistance with program access and questions. May handle notification to family members of Veterans in regards to program activities and status Performs work involving the collection, compilation and/or tracking of data and statistical information in support of the HBPC programs operation Assists in the planning, review and reporting of data/statistical results of the program and establishes and organizes computerized data sets and retrieves computerized data Preparing for clinic visits; completing encounters in order to obtain appropriate workload credit; verifying and updating demographics and insurance information Other duties as assigned. Work Schedule: Full-time; Monday-Friday 8:00 am to 4:30 pm and/or varied tours with possible weekends and holidays. Compressed/Flexible: Not available Telework: Not eligible Virtual: This is not a virtual position. Functional Statement #: 30129-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not available Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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. 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 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. Education or Training: 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 One year above high school; OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements: Must pass a pre-employment physical per VA Directive and Handbook 5019. English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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). Grade Determinations: In addition to the basic requirements, you must meet the following grade requirements. GS-06 Medical Support Assistant (Advanced). You must have one year of experience equivalent to the GS-05 level. Specialized experience includes, but is not limited to: Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports; Knowledge of basic medical terminology; Ability to make appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.; Ability to communicate effectively and professionally with employees at varying grade levels; and Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. AND In addition to the basic requirements, candidates must demonstrate Knowledge, Skills, and Abilities below: 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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 Part II Appendix G45. Medical Support Assistant Qualification Standard GS-679.The full performance level of this vacancy is GS-06. Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.