Lead Patient Services Assistant

Veterans Affairs, Veterans Health Administration | Pittsburgh, PA

Posted Date 10/11/2019
Description The Lead Patient Services Assistant in a staff position located in the Patent Registration section of the Health Administration Service Line.
Patient Registration encompasses the following functions: Pre-registration, Patient Enrollment, Eligibility Verification and Determination, Means Test, Veterans Health Identification Cards, Decedent Affairs, Personal Funds of Patients, Master Patient Index (MPI), Beneficiary Travel and, Information Desk, Centralized Check-in/Scheduling.
  • Distribute and balance workload among employees in accordance with established workflow and rotation schedule. Ensure timely accomplishment so the assigned workload and assure that each employee has sufficient work to keep busy.
  • Provide oversight of the status and progress of work and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs, which cannot be disposed of promptly.
  • Provide on-on-the-job training to new employees in accordance with established procedures and practices.
  • Instruct employees on changes in work procedures. Provided written instructions and documentation of changes.
  • Maintain current informational knowledge base and answer question of other employees on procedures, policies, directives, etc. and obtain needed information or decisions from supervisor on problems that arise.
  • Check on work in progress, review completed work of newly trained employees to ensure correct procedures have been followed.
  • Refer to supervisor questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies.
  • Resolve simple informal complaints of employees and refer other to supervisor.
  • Provide suggestions/ feedback to supervisor concerning reassignment, training needs, recognition of outstanding performance and other personnel needs.
  • Maintains awareness of possible safety issues that could contribute to injuries or impede the continuation of processes or procedures necessary to ensure the Medical Center's functions are not interrupted. Incentive Therapy (IT) workers and volunteers assisting in lobby operations.
  • Must be competent in determining eligibility pertaining to inpatient and outpatient care, death benefits, non-VA treatment, beneficiary travel benefits, etc.

Work Schedule: Monday - Friday; 7:30am - 4:00pm
Telework: Not Eligible
Virtual: This is not a virtual position.
Position Description/PD#: Lead Patient Services Assistant/PD09772A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not RequiredTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/01/2019.

Time-In-Grade Requirement: 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 by the closing date of this announcement. For a GS-7 position you must have served 52 weeks at the GS-6. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience as described below:
  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: processes and procedures conducting Pre-registration, Patient Enrollment, Eligibility Verification and Determination, Means Test, Veterans Health Identification Cards. Decedent Affairs, Personal Funds of Patients.
You will be rated on the following Competencies for this position:
  • Administration and Management
  • Communications
  • Quality Management
  • Teaches Others


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: The work involves walking, bending and lifting of medical records and working at a PC. The incumbent may come in contact with anger and potentially violent customers. Position requires a high level of concentration.

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/.

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