Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant (Telephone Linked Care-INTERNAL) in San Francisco, California

  • Duties

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Duties
Summary

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

For more information on San Francisco VA Health Care System, go to: http://www.sanfrancisco.va.gov/ **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.

NOTE: This is an open continuous announcement AND the first cut-off date of WEDNESDAY, June 14, 2017. Additional cut off dates will be established through-out the opening dates and qualified applicants will be referred.

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Responsibilities

The primary focus of the Telephone Linked Care (TLC) program is to provided 24/7 access to health care services through coordinated telephone coverage; provided safe, timely and consistent clinical advice; improve overall access and reduce waits & delays; reduce unnecessary clinic and ER visits. This program consists of the San Francisco Day Program and the VISN 21 WHEN (Weekend-Holiday-Evening-Night) Program.

The Advanced Call Center Agent was established to ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT). All incoming calls directed to the Clinical Call Center will be screened by the Advanced Call Center Agent to determine whether those calls can be appropriately handled by the Agent or if they need to be directed to other team members thus improving responsiveness to Veterans questions and concerns and reducing the overall cost of care by controlling the use of resources. The Advanced Call Center Agent will review clinic appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the Veterans. Develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; scheduling, canceling, re-scheduling patient's appointments; evaluating patient information and clinic schedule lists to determine whether a patient is vested; educating providers about shared patients who may be receiving care at multiple VAs or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service.

The Advanced Call Center Agent's role is an integral part of the Telephone Service for Clinical Care Program. It is a complex role requiring an understanding of VA policies, independent decision-making, and multidisciplinary collaboration. The Advanced Call Center Agent shall demonstrate exceptional interpersonal and customer service communication skills while working collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care and in meeting a patient's care needs, both clinical and administrative.

  • Bargaining Unit Position: Covered.
  • Work schedule: Full-Time, Sunday - Saturday, every other weekend, Variable shifts
  • Fair Labor Standards Act (FLSA) Status: Nonexempt.
  • Functional Statement Title/#: Advanced Medical Support Assistant/000000, Hybrid Title 38 - covered by a functional statement.
Travel Required

Not required

Supervisory status

No

Who May Apply
This job is open to…

OPEN TO CURRENT and PERMANENT DEPARTMENT OF VETERAN AFFAIRS and FEDERAL EMPLOYEES ONLY

Questions? This job is open to 2 groups.

  • #### Job family (Series)

0679 Medical Support Assistance

  • Requirements

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Requirements
Conditions of Employment
  • Must be an U.S. citizen
  • Must be proficient in written and spoken English
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.

Physical Requirements: Generally, the work does not involve special physical demands. Duties are performed in medical center areas and incumbent must be able to travel to treatment areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). Transporting patients in both wheelchair's and on stretchers. The incumbent is expected to use proper preventive ergonomic techniques to perform duties.

Work Environment: The work is performed in treatment settings of a medical center, involving everyday risks or discomfort. It requires normal safety precautions typical of this environment. Although the employee works in a health care facility where the potential for exposure to contagious diseases and carcinogenic materials exists, the risk of exposure is minimal during the proper execution of tasks required in this position. There is adequate light, heat and ventilation in work areas.

Qualifications

BASIC REQUIREMENTS:

  • *U.S. citizenship. *Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Experience and Education:Experience.Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or Education. One year above high school; or

Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

  • Certification.None required.
  • 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.

GRADE REQUIREMENTS:

Creditable Experience:

(1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non paid employment as a MSA. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.

GS-06 Advanced MSA Grade Determinations:

  • Experience.One year of experience equivalent to the next lower grade level GS-05. This one year GS-05 experience equivalent includes, but are not limited to: responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with scheduling guidelines, scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

In addition to meeting the basic requirements and experience listed above, applicants must also demonstrate the following knowledge, skills, and abilities to qualify (This experience must be clearly addressed in detailed on your resume for each position held with the following items: grade level for each position held (if applicable), to/from month and year, and the number of work hours per week, (i.e., GS-7, 03/09-06/11 (or Present), 40 hours/week):

Demonstrated Knowledge, Skills, and Abilities:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.

  3. Advanced knowledge of the technical health care process as it relates to access to care.

  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

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.

Reference:VA HANDBOOK 5005/53, PART II, APPENDIX G45, dated: June 7, 2012. This can be found in the local Human Resources Office.

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.

Additional information

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

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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, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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Background checks and security clearance
Security clearance

Public Trust - Background Investigation

  • Required Documents

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Required Documents

VA Form 10-2850c - Application for Associated Health Occupations (required-UPLOAD and label as "OTHER"). Available at the VA Forms website: http://www.va.gov/vaforms/searchaction.asp?FormNo=10-2850&tkey;=&Action;=Search.

SF-50(s), "Notification of Personnel Action" (REQUIRED): Federal employees must submit your most recent non-award SF-50 (Must reflect grade/step equivalent to, greater than, or one grade lower than the position applied to, tenure and title. Federal employees are able to access their SF-50 through the eOPF portal: https://eopf.nbc.gov/va/

All applicants are required to submit the following supporting document type(s):

  • Other (VA Form 10-2850c - Application for Associated Health Occupations- REQUIRED)

  • Resume

Applicants may also submit the following supporting document type(s),which may not be required for all applicants:

  • Cover Letter

  • DD-214

  • Executive Core Qualifications (ECQs)

  • OF-306

  • Other Veterans Document

  • SF-15

  • SF-50

  • Transcript

Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference claims, etc. You will not be contacted for additional information.

*Veterans' Preference:*When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), or 10pt (CP/CPS, XPP, XP), or for Sole Survivor Preference (SSP), on the Occupational Questionnaire in the section(s) provided. A legible copy of your DD214(s) indicating character of service, disability certification, SF-15 (if claiming 10 pt. preference) or if you are currently serving on active duty and expected to be released or discharged within 120 days; documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), or dates of impending separation. Documentation is required for eligibility verification.

*Faxing Applications or Supporting Documents: *You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you are unable to apply online or unable to upload your supporting documents to your online application, follow the directions located at the following site: Fax Options. The Vacancy ID of the job opportunity announcement is 1965006.

NOTE: If you applied online and your application is complete, do not fax the paper application (1203-FX) as this will overwrite your prior online responses and may result in you being found ineligible.

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.

  • Benefits

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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.

  • Benefits for federal employees
  • Healthcare insurance
  • Pay and leave

VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered: http://www.vacareers.va.gov/why-choose-va/benefits/index.asp.

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.

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 to Apply

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How to Apply

All applicants are encouraged to apply online.

To apply for this position, you must complete the View Occupational Questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on Friday, December 01, 2017 to receive consideration.

  1. To begin,* click Apply Online* to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

  2. Click Submit My Answersto 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 USAJOBS 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

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Agency contact information
HRMS SFVAMC
Phone

(415)221-4810x24216

Fax

(478)757-3144

Email

V21SFCRECRUITMENT@VA.GOV

Address

Nursing Service 4150 Clement Street San Francisco, CA

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Next steps

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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points can be found in the USAJobs Resource Center.

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) office at OPM
  • Office of Equal Opportunity

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/470783300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 05/31/2017 to 12/01/2017

Salary: $43,964 to $57,158 per year

Pay scale & grade: GS 06

Work schedule: Full-Time - Full Time

Appointment type: Agency Employees Only