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Summary The incumbent supports all of the Homeless Program Clinics within Social Work Service. The incumbent functions as a champion and advocate for the provision of recovery focused services to Veterans. The incumbent assists the Healthcare for Homeless Veterans (HCHV) Supervisor or designee in the development of related policies and procedures to ensure that provisions are planned, developed, and implemented to identify, prevent, and reduce risks to the program and overall organization. Responsibilities Major duties include, but are not limited to: Assists the HCHV Supervisor or designee in the development of related policies and procedures to ensure that provisions are planned, developed, and implemented to identify, prevent, and reduce risks to the program and overall organization. The incumbent develops presentations and training materials for Homeless Programs. Based on guidance from the HCHV Supervisor or designee develops materials to convey program information to target audience. Tracks policies to ensure that updates are completed in a timely manner. The incumbent shows courtesy, respect, and a positive attitude toward patients, co-workers, and the public. Provides front-line assistance to customers with questions or concerns. Demonstrated ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations. The incumbent applies discernment and sensitivity when performing tasks required to resolve issued accurately and timely. Facilitates any necessary follow-up so ad to endure satisfactory resolution. Communicates tactfully and effectively, both orally and in writing, in order to meet program objectives. Demonstrates advanced knowledge of technical health care processed and they relate to patients' access to care. The incumbent demonstrates advanced knowledge of managing a clinic and in particular, independently utilizes various reference sourced. Makes decisions and empowers the team to collaborate in order to resolve problems and procedure associated with operational activities that affect patient flow, patient care, and the revenue process. The incumbent utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. This may include preparing reports in various formats and presenting data to various organizational levels. In the particular clinical service area supported, demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. The Incumbent will support the Homeless Continuum Program Manager/COR in gathering, tracking and analyzing contract data. While the Homeless Continuum Program Manager/COR has authority and responsibility for all contracts, due to the number of contracts within the program, the incumbent will serve under the direction of the Homeless Continuum Program Manager/COR as a primary or secondary Contracting Officer Representative (COR) for contracts in HCHV. The incumbent develops reporting procedures, techniques, and measurements at various points in the transaction process to identify problem areas or weaknesses in work processes, procedures, or information systems. Possess knowledge of the CARF and JC standards and accreditation process. Takes the lead on ensuring all appropriate drills under the Health and Safety Standards are completed and documented in a timely manner. The incumbent is able to display work processes on flow charts. Develops indicators to provide objective data of the effectiveness of quality procedures. Uses standard qualitative and quantitative measurement techniques to report on status of assigned projects. To prevent ineffective work practices and verify compliance to standards, monitors with the guidance of the HCHV Supervisor, the quality of the accreditation program implementation and indicators. In the particular clinical service area supported, demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Effectively incorporates other duties as assigned into current schedule. The incumbent complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the HCHV Supervisor. Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Ad-hoc may be available at supervisor's discretion. Functional Statement #: 91605-0 Financial Disclosure Report: Not required 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. 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 The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. 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. TRANSCRIPTS REQUIRED. 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 3.j. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] 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 a range of varieties 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 an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. 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). All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Advanced Medical Support Assistant, GS-6 You must possess one (1) full year of experience equivalent to the GS-5 grade level. This experience may include but is not limited to: independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The AMSA is 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.). This experience must be clearly demonstrated in your resume. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 G45The full performance level of this vacancy is GS-0679-06. Physical Requirements: The physical demands are primarily sedentary, with some physical exertion and periods of sitting and standing. Some light carrying of Veteran records, supplies, presentation materials, etc. may be required. This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of telephone, desk/computer work, and on occasion driving long distances to various external facilities. 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/. 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.