Job: Supervisory Patient Services Assistant Office Manager

Jobing Description

Supervisory Patient Services Assistant Office Manager
JOB SUMMARY:

The Business Office Service is currently recruiting for Supervisory Patient Services Assistants at its service locations in (BOPC, NOPC, ROPC, KOPC and at Mountain Home as well)

Vacancy Identification Number (VIN) 610586

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?

The Incumbent works under the direct supervision of the assigned Section Manager in the Business Office at James H. Quillen VA Medical Center. S/He serves as the PSA Supervisor/ Office Manager and is responsible for coordinating; directing and assuring quality management of the administrative activities of Patient Services Administration for Patient Aligned Care Teams, Primary Care, Specialty Clinics, Enrollment, Compensation and Pension (C&P), Beneficiary Travel, Consult Management, Mail Room, Admission Office and other administrative activities for the Medical Center. S/He will have technical knowledge to determine flow and process. S/He is accountable for the oversight of the day-to-day activities of all administrative programs, and direct supervision of not greater than 25 administrative staff assigned to these programs to assure compliance with all requirements, quality control, and program management reporting and special projects.

These positions are located in various Outpatient clinics, in the Medical Center's area of resonsibility.

"You must specify and select your choice of duty location."

KEY REQUIREMENTS
* You must be a James H. Quillen, VAMC, Permanent employee to apply
* Subject to a background/suitability investigation.
* Designated and/or random drug testing may be required.
* [time in grade requirement

DUTIES:

Administrative and Management Duties include but are not limited to:

S/He is responsible for the daily supervision of the business office administrative staff.

Provides employees with feedback on performance on a regular basis. Appropriately identifies and addresses specific, performance related deficiencies and training needs with the Section Manager in a timely manner.

S/He is responsible for the administrative portions of the safety program, housekeeping maintenance and security of the clinics. All deficiencies will be referred to the assigned Section Manager for appropriate action.

Has frequent contact with variety of individuals including physicians, nurses, technical support staff, Veterans, caregivers, and family members; communication and customer service skills must be exceptional.

Travel may be required to sister Community Based Outpatient Clinics (CBOCs) and Outreach Clinics to ensure coverage and coordination of administrative services at all CBOCs.

Maintains contact with clinical personnel and other staff from various clinic settings to resolve delays and misunderstandings or misinterpretations of the medical administrative aspects of providing medical care. Intervenes and resolves straight forward disputes between the Veteran and other staff.

Possesses knowledge of and is able to interpret various VA directives, Healthcare System policies, and publications pertinent to patient care. S/He will seek guidance from higher level management on vague or ambiguous guidelines.

S/He has a comprehensive knowledge of eligibility requirements including completion of means test, beneficiary travel, and other entitlement programs. Possesses a strong working knowledge of eligibility criteria for many different areas, such as, prosthetic devices, medications, dental care, outside referrals and any special procedure, which may be necessary or requested. In addition, S/He must be able to explain these requirements in a positive manner and know how and what to do to accomplish the necessary requests.

S/He works closely with the clinical staff on coordination of care. The Supervisor/Office Manager is responsible for completing all administrative duties associated with the delivery of patient care, which could include cancellation of clinics and posting time cards for CBOCs /Outreach Clinics. This requires associated maintenance of patient data and operative classification and qualitative and quantitative reviews to ensure compliance with this facility s policies, VA regulations, JCAHO standards and other regulatory directives.

Monitors work processes to prevent ineffective work practices and to verify adherence to plans and requirements of the unit. S/He identifies steps of simple processes and routine practices that might be opportunities for applying standard quality improvement techniques.

S/He directs staff on entering no-show information for patients who fail to report for scheduled appointments, rescheduling patients for the future as determined by the physician. Ensures patients are involved and informed of all scheduled appointments to minimize rescheduling and no-shows.

Ensures patients are comfortable and treated courteously, enthusiastically and in a timely manner.

S/He is responsible for assuring that the incomplete encounter management report is run daily and errors that relate to administrative issues are corrected.

S/He is responsible for assuring that staff update all demographic information on each patient that checks in for their appointment by utilizing the Pre-registration menu as well as gather insurance information either by using the insurance scanners or copying the insurance cards.

Reviews work in progress or upon completion and spot check work as deemed necessary to assess the quality and quantity of work produced by Business Office employees. Inform employees about the policies, procedures and practices of management as they relate to the work of the work areas. S/He informs employees of all aspects of personnel programs of the James H. Quillen VAMC, either answering their questions on such matters or obtaining information from specialists when more technical answers are required. Inform Section Managers of anticipated vacancies, increased workload or, other circumstances to obtain replacements, temporary help, or additional staff.

S/He will participate in committees and/or work-groups as a representative of the Business Office and will be expected to attend periodic meetings.

Coordinates/direct on-the-job training for employees, broaden employee training, and provide back up skills by cross training. Coordinates initial/recurring safety training for all employees on all aspects of job performance, including discussions on safety/fire prevention in unit meetings.

Inspects work area for physical hazards/unsafe conditions and takes corrective actions immediately, keeping the Section Chief informed. Assures availability of required protective equipment/mechanical aids and monitors employees performance for unsafe practices, providing appropriate training, and reports incidents to Business Office Section Manager. Assures that facility safety plan is maintained, updated and reviewed by all employees.

Completes the timely submission of the CA-I or 2 and VAF 2162. Follows up on status of injured employees and recognizes the request of light duty assignments as necessary. S/He keeps the Business Office Section Manager advised of any needs or problems s/he identifies and works to resolve any conflicts/problems at the lowest level possible. S/He is a key resource for the Patient Advocate to collaborate with when handling patient or employee problems related to their work areas.

Another duty of this position is to serve as ADPAC for assigned areas in any satellite, CBOC and Rural Outreach clinic.

TOUR OF DUTY : Administrative

QUALIFICATIONS REQUIRED:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement

Time-in-grade: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements.

Specialized Experience:

Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression for the occupation in the organization. .)

OR

Applicants may substitute education for the experience required for the GS-05 level.

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) based on your application for this position.

1.

Ability to establish and maintain effective working relationships functioning both as a team leader and member independently to include ability to plan, organize, and complete tasks, accurately, timely and with attention to detail, while distributing and balancing workload and assuring that each employee has enough work to optimize his/her productivity.

2. Knowledge of VA regulations, policies, rules, guidelines, and procedures (including ability to search out, read, interpret, and

apply a set of rules, regulations, etc. to extract pertinent information)

3. Communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a professional, courteous,

tactful, and responsive manner. Continually provides the customer with consistent information according to established policies

and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

4. Ability to communicate orally and in writing including the skill to review complex documentation for completeness and accuracy.

Ensures accurate collection, monitoring, reporting and assisting in analyzing of statistics in order to complete re-occurring and

special reports as requested to facilitate managerial decisions.

5. Ability to manage, assign work, provide guidance and coordination to ensure smooth operation of the clinics including insurance

identification, scheduling appointments, enrollment and eligibility, pre-registration, consult management , answering telephones,

taking action on computerized orders and handling emergencies.

If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).

.

REQUIREMENTS: see key requirements listed above.

HOW YOU WILL BE EVALUATED:

Your r sum and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

BENEFITS:

VA offers a comprehensive benefits package. This link provides is an overview of the benefits currently offered: http://www4.va.gov/jobs/job_benefits/benefits.asp%20

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

OTHER INFORMATION:

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified, you must submit appropriate documentation and be found well-qualified (Define what well qualified means) for this vacancy. Information about CTAP and ICTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/rif/employee_guides/career_transition.asp .

[required paragraph in VBA only] 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

[Optional paragraph: "Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position." ]

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