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: 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, 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
• 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:GS-06 Requirements Experience
• One year of experience equivalent to the [GS-5] grade level and 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 G45.The full performance level of this vacancy is GS-05
• This position is above the full performance level
• Physical Requirements: See VA Directive and Handbook 5019
• The work is primarily sedentary
• Physical demands do not exceed those of a typical office setting
• There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items
• Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset
• In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.