SOLICITATION NOTICE
Q -- patient services assistant/ primary care
- Notice Date
- 9/25/2007
- Notice Type
- Solicitation Notice
- NAICS
- 561110
— Office Administrative Services
- Contracting Office
- Department of Veterans Affairs;VAMC White River Junction;215 North Main Street;White River Junction VT 05009
- ZIP Code
- 05009
- Solicitation Number
- VA-241-08-RP-0013
- Response Due
- 9/27/2007
- Archive Date
- 10/12/2007
- Point of Contact
- Michael Bermes Contracting Officer 802-296-6317
- Description
- PATIENT SERVICES ASSISTANT FIRMS TRIAGE SPECIALIST PERIOD OF PERFORMANCE: The individual will work for approximately 12 months, but may be terminated upon completion of the project. BASE PERIOD: October 1, 2007 through September 30, 2008 Service Quantity (Hours) Hourly Total Primary Care 2080 _______ _______ Introduction: The Patient Services Assistant/'FIRMS' Triage Specialist is responsible for the initial assessment of each patient's medical/psychological needs and is the patient's focal point for information and processing in the Medical 'FIRM'. The incumbent serves the Ambulatory Care Section (Chief of Staff and Nursing) providing clinic support in a wide variety of administrative and technical activities. The key concept is a strong disciplinary team with total commitment to the patient care treatment goals of the team. The main objective is bringing the patient and needed services together in a personalized, effective and efficient manner. Incumbent must have the ability to work independently and make appropriate decisions in emergent/stressful situations. Administrative Duties: 1. Receives initial telephone contact from veterans and/or veterans' family, visiting nurses, physicians, etc., wishing to talk to clinicians assigned to the FIRM. Makes initial independent assessment of each patient's medical/psychological need. 2. Personally greets and serves as key contact for patients and/or their representative seeking medical care; puts them at ease by listening to their requests, questions, complaints and needs and professionally and courteously replies giving guidance or initiating appropriate action. 3. Solicits relevant demographic information and records that information in the decentralized hospital computer program (DHCP) from the information and documentation provided, and with the knowledge of the laws, regulations and policies, determines eligibility and entitlement to medical care and other VA benefits. Is instrumental in advising physicians, residents, consultants and other staff regarding administrative matters such as patient travel, legal entitlement and procurement of support services. 4. Provides administrative support to Chapter 26 Residency Program and assures compliance with supervision. Reviews residents schedules, makes appropriate changes when necessary and contacts resident of changes. 5. The individual plans, organizes and coordinates the administrative activities of the scheduled and unscheduled outpatients and hospital admissions. Carefully observes and screens patients ( in person and by telephone) to determine chief complaints / concerns or reason for the visit to the Medical Center. Determines if a condition exists which would require immediate evaluation (ER), urgent (FTC) or follow-up treatment (scheduled). The position requires that the individual evaluate the situation and make appropriate decisions and initiate appropriate action as necessary. 6. Receives the patient prior to the clinic appointment and transcribes all providers' orders to include making future follow-up appointments. The orders generally cover a wide variety of labs, diagnostic tests and referrals and require intervention by the individual. Assures that Action Profiles, patient demographics and PCP assignments are kept current. 7. Enters CPT-4 codes for procedures, ICD-9 codes for diagnosis and provides for outpatients encounters to support Ambulatory Care Data Capture requirements which significantly impacts facility funding. The data must be accurate, timely and consistent for statistical reporting purposes directly affecting patient care. 8. Receives telephone calls from patients for providers and processes these telephone calls; these calls are often numerous (can be as many as 100 per day) and require immediate appropriate / independent action by the individual. 9. Responds to requests for appointment cancellations or changes in a positive manner and informs appropriate personnel of such changes in a timely manner. Uses scheduling menus to schedule these appointments and other clinical services and then generates an appointment letter to remind patients of their appointment(s). 10. Incumbent must ensure patients' and employees' right to privacy at all times. Must maintain all information as confidential and privileged. 11. As a member of the Ambulatory Care team, participates in orienting and advising physicians, consultants, and numerous clinical staff regarding many administrative matters, such as, legal entitlement, patient travel and procurement of support services. Also participates with on-the-job training and orientation of new Ambulatory Care staff. 12. Provides back-up for other administrative personnel assigned to team including but not limited to C&P - ACOS/AC secretary, backup timekeeper and some duties of the AA to ACOS/AC. Factor I: Knowledge Required by the Position: The incumbent is required to have a working knowledge of the organizational structure, administrative and professional policies and procedures and overall operation of the VA Medical Center. Knowledge of the various Medical Centers services and other outpatient areas; knowing the different medical administrative policies and procedures that apply to each. Thorough knowledge of the inter-relationship of Ambulatory Care to other services in the Medical Center. This position requires an unusually broad level of knowledge in the Medical Administrative process in all the following areas, outpatient processing, eligibility requirements, admission processing, clinic and ancillary services, scheduling, ambulatory care data capture activities, Medical Care Cost Recovery and service specific DHCP applications. Ability to plan effectively, establish priorities, coordinate activities and a high degree of skill in oral communication. Must possess broad interpersonal skills, such as the ability to meet and deal with a variety of levels of Medical Center Staff; to communicate effectively with staff and provide clear instructions and interpretations. Must be able to deal effectively with people at all levels of the organization. In coordinating patients care, must have the knowledge and skill to work and communicate effectively with a variety of age groups with diverse backgrounds. Skill in oral and written communications. Incumbent must have skill in effectively dealing with emotionally disturbed, hostile, demanding and abusive veterans, both in person and on the telephone. Page 3 Basic knowledge of VA policy, regulations and procedures relating to medical administrative processing of patients. Knowledge of basic eligibility requirements for determining priority for medical care and the ability to apply this knowledge in making sound decisions regarding the delivery of the patients health care. Knowledge of the meaning and spelling of medical terminology, as well as, abbreviations and symbols needed to transcribe doctors orders; must also have the knowledge to order tests, file results and relay information to providers. General knowledge of the internal organization and content of the patient's medical record in order to prepare for the patient to receive treatment. Thorough knowledge of the use of various computer menus, options and procedures to effect patient movement, laboratory results, and other patient care activities in an efficient manner. Thorough knowledge of emergency procedures at this station is essential. Errors in judgment cannot be tolerated as the welfare and livelihood of the patient may be in danger. Must be very familiar with Chief of Staff / Ambulatory Care Disaster Plan. Security/Privacy Statement: In the performance of official duties, the employee has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, Federal Regulations, VA Statutes, policies and VHS & RO policy. The employee is responsible for protecting that data from unauthorized release, or from loss, alteration or unauthorized deletion and following applicable regulations and instructions regarding access to computerized files, or release of access codes as set forth by the Computer Access Agreement which the employee signs. Factor II: Supervisory Controls: The specialist is under the general supervision of the AA to the ACOS/AC; top supervision level is the ACOS/AC. The administrative support of the FIRM is the hub of its operations. Each member directly impacts on the other's effectiveness. Thus each incumbent will need to be flexible to fill in an assigned area either to help alleviate a backlog or cover an absence. Each specialist is expected to exercise judgment and shift priorities independently to accomplish the task. Due to the unique interrelationship between 'FIRMS'/Nursing/MAS, training and/or guidance on some administrative procedures will be provider by MAS or Nursing. Factor III: Guidelines: The employee receives verbal and written instructions on medical administrative procedures to be initiated, researched, or changed in the necessary areas. Some guidelines are specific, however, the employee must frequently use good judgment in dealing with unusual situations which require immediate attention. The exercise of good judgment and management skill is important when circumstances arise for which guidelines do not exist. Guidelines exist in Title 38 U.S.C., VA Regulations, VA manuals, circulars, bulletins and Station policies. These policies are continually changing and updates. The employee must use proper judgment in interpreting and applying them appropriately. Dictionaries and medical dictionaries are also available. Page 4 Factor IV: Complexity: Each workday is entirely unique in Ambulatory Care depending on staff availability, expected and unexpected workload, and types of patients services to be provided. The employee must be able to evaluate several complex factors and adjust workload during the workday and adapt to the various situations which change priorities. Incumbent executes technical and complex responsibility based on limited reference materials. Must be able to make sound judgments independently. These judgments will contribute to the success of the Information Management Program of their services and of the facility. Incumbent is expected to utilize original problem solving techniques to address problems which may affect patient care at this Medical Center. The area of responsibility is a complex, highly diversified area that is impacted by many disparate pressures. Flexibility is imperative depending upon administrative needs, medical needs of presenting patients, patient flow, provider needs, etc. The employee is also required to identify and evaluate the changing requirements of the health care delivery system and make suggestions regarding the refining of methods and developing the techniques, concepts or procedures in addressing these changes. Must exercise care that all pertinent factors are considered in determining eligibility and priority for treatment, as employees decision may determine the acceptance of the applicant for care. Factor V: Scope and Effect: The PSA plans a vital role that affects the entire Ambulatory Care operation. Must provide timely and coordinated appointments for patients, assist with travel arrangements, secure charts, keep clinic loads within reasonable limits, assist patients, and process clinician orders. If the work of this position is not performed satisfactorily, the timely delivery of quality care to veteran patients is seriously affected. Lack of skill can result in delays and disruption in patient care and a deterioration of confidence in the VA health system. The facility's resource allocation for its Ambulatory Care workload is completely dependent upon the thorough, accurate and timely input and documentation of the Ambulatory Care encounters and special services performed. The impact of the employees work contributes heavily toward the good working relationship with the clinical staff and other medical Center employees and the general public and therefore, is critical in the overall perception of the entire Medical Center and Department of Veterans Affairs. Factor VI: Personal Contacts: As an intricate part of the Ambulatory Care Section, the individual has contact with a wide variety of individuals such as veterans, Medical Center Management, physicians, students, other professional staff, government and VA representatives including inspection teams. This position is the first point of contact for patients presenting for medical care. Therefore, this position requires a poised, mature and outgoing individual with thorough and comprehensive knowledge of the Department of Veterans Affairs. Must have the ability to display the utmost tact, diplomacy and discretion. The ability to communicate with individuals at all levels of the organization is essential. Page 4 Factor VII: Purpose of Contacts: Contacts are for the purpose of the coordination of patient care and supporting the Ambulatory Care clinical staff. The proper completion of duties affects the quality and timeliness of care provided. The purpose of contact with veterans is to assist, direct, prepare and process records, explain policies and procedures. Employee soothes anxious veterans, patients in pain, again veterans as well as the mentally deficient patient. Employee is in daily contact with persons who may not be cooperative, receptive and can at time be hostile and abusive. At this point of initial contact, veterans form lasting and sometimes irreversible perceptions of what the VA is and what is can do. The scope of DHCP applications encompasses the entire Medical Center with most services relying heavily on Ambulatory Care input. Proper and complete training of DHCP users is critical to the reliability and accuracy of the data that is input into the system. Factor VIII: Physical Demands: Work is partly sedimentary with a fair amount of walking, standing, bending, filing and carrying supplies and medical records, wheelchairs and wagons may be pushed and assistance may be given to patients. Substantial use of keyboard is required. Factor IX: Work Environment: The work is performed in Ambulatory Care clinic settings and any of these areas are diverse and sometimes intense activity. Employee works in close proximity of patients and may therefore, be exposed to communicable disease, and at time confronted by upset or irrational patients.
- Place of Performance
- Address: 215 north main street ( 90 C );White River Junction, V T
- Zip Code: 05009
- Country: u s a
- Zip Code: 05009
- Record
- SN01420079-W 20070927/070925223522 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
| FSG Index | This Issue's Index | Today's FBO Daily Index Page |