Patient Services Assistant

Quick Facts

• Role: Patient Services Assistant (PSA) for Connected Care

Description

The Patient Services Assistant provides clinical administrative support for the Connected Care service, serving as a patient-facing contact to coordinate timely access to health care. The role manages appointment scheduling, tracks and reviews electronic orders and consults in the electronic medical record, and uses patient records to research needs. It also supports clinic workload monitoring and helps standardize and expand Home Telehealth services.

Responsibilities

• Communicate with patients to obtain required information to determine patient needs

• Use software to run reports and queries

• Serve as an initial point of contact for scheduling appointments

• Track, review, and respond to electronic orders, consults, and related electronic medical record items

• Monitor clinic appointment availability/utilization

• Ensure encounter forms are completed for workload credit; identify incomplete encounters and process no-shows; communicate findings to providers

• Enter and research information in the medical record as appropriate

• Provide front-line customer service and resolution when applicable

• Inform teams about shared patients

• Evaluate program operations, anticipate problems/inefficiencies, and recommend solutions

• Coordinate with the Facility Telehealth Coordinator (or designee) to standardize clinical workload and support utilization and workforce estimates

• Assist with equipment issues (with oversight) and document troubleshooting using designated notes

• Support integration of Home Telehealth across providers and collaborate with partner service lines to promote Home Telehealth availability

• Serve as liaison/administrator in the absence of the Facility Telehealth Coordinator to VISN and National MHV teams

Requirements

• U.S. citizenship

• Complete required hiring steps including an online assessment; selected candidates are subject to urinalysis screening

• Selective Service registration for eligible males

• Background/security investigation and onboarding with acceptable ID (REAL ID compliant)

• Required seasonal influenza vaccination

• Complete the 1-year probationary period or 2-year trial period

• Specialized experience: at least 1 year equivalent to GS-5 providing administrative support, receiving visitors/phone calls, reviewing correspondence, scheduling meetings, and using Microsoft Office (Word, Excel, PowerPoint)

• No educational substitution at this grade level

• Time-in-grade requirements for current GS employees (including required SF-50 documentation)

Benefits

Federal benefits package (eligibility depends on position type and whether full-time, part-time, or intermittent).