This position is located in the Erie VA Medical Center. Serving as a Patient Services Assistant to the RN and Manager. Often acts as the initial POC for individuals making inquires over the phone.

Duties

MAJOR DUTIES: Receives and relays incoming and outgoing telephone messages Independently performs involved or complicated support tasks Receives and responds to unclear inquiries from employees concerning a variety of medical, personnel, and administrative matters Assists employees, volunteers, and others requesting information, guidance or referral for special assistance Determines the nature of the questions, or complaints and provides information, gives guidance, and initiates action as appropriate Recognizes and refers urgent inquiries to professional staff for immediate action Performs clerical work in support of the care and treatment given to employees suck as: Preparing paperwork for employee physicals Filing confidential employee files Process work orders Track and order office supplies for the department Facing of medical records Reserving rooms for meetings Ensures VistA is operational, evaluates and resolves computer related problems Notifies appropriate staff when computer system is not operational Obtains necessary records prior to or during employee's visit Assures appropriate lab/x-ray results are requested/available as applicable Assists RN's by preparing rooms for physicals, escorting them to other departments, answering telephones Upon request of the employee or RN, completes appropriate forms Promotes harmonious working relationships among employees and the public Directly intervenes when problems regarding care occur Assists with frontline Service Recovery to intervene and resolve complaints Looks for delays or problems in processing medical care requests, and as appropriate, reviews the case, determines the problem or bottleneck, and initiates action to correct the problem and expedite the case Maintains contact with medical center staff in various units and programs to resolve delays and misunderstandings in the medical administrative aspects of providing medical care Provides written and oral reporting of incidents involving patients, employees, as well as safety or other issues Works closely with Human Resources to assure appropriate form are ready for new employees Responds to technical questions regarding employee rights and responsibilities Maintains various unit files, forms and publications Makes recommendations or suggestions for improved methods and procedures Types meeting minutes or agendas as needed Sets up meetings and sends out agendas Assists with other administrative tasks as needed Takes inventory and requisitions office supplies Work Schedule: Monday-Friday 0800-1630 Virtual: This is not a virtual position. Position Description/PD#: Patient Services Assistant/PD031680 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/25/2024. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Receives and responds to unclear inquiries from employees concerning a variety of medical, personnel, and administrative matters 2) Performs clerical work in support of care and treatment given to employees 3) Obtains necessary records prior to or during employee's visit 4) Provides written and oral reporting of incidents involving patients, employees, as well as safety or other issues 5) Types meeting minutes or agendas as needed; sets up meetings and sends out agendas Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 3 years above high school .i.e. 6 months of specialized experience and 3 years of education above the high school level). NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. You will be rated on the following Competencies for this position: ClericalComputer SkillsOral CommunicationOrganizational AwarenessWriting 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Typically, the employee sits comfortably to do much of the work. However, the incumbent is frequently called upon to assist or escort employees, obtain information from employees in rooms, direct visitors, etch. Situations may arise requiring the incumbent to lift objects (up to 20 pounds) such as a paper-based medical data. When assisting the direct care staff in the department, the incumbent is required to bend to clean examination rooms, to assist the vital signs and EKG's, and to walk specimens to the lab. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

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.

Contacts

• Address Erie VA Medical Center 135 East 38th Street Erie, PA 16504 US
• Name: Tanisha Graves
• Phone: (614) 747-4049
• Email: [email protected]