Total 1,509 Customer Service job vacancies in Tuen Mun, New Territories

The incumbent will independently determine the needs of the Veteran/caregiver and provide administrative support across inter-professional clinics and support centers. The MSA is responsible for scheduling and rescheduling appointments, referring patients to other medical specialty clinics, providing information to patients necessary to resolve complaints, interactions with both internal and external customers, reviewing and documenting clinical and administrative electronic health records (EHR); obtaining medical information from patients, coordination information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSA refers all questions regarding medical attention to the appropriate health care team member.

Independently performs a full range of duties related to the delivery of healthcare services at JJP VA Medical Center. The MSA advises clinical staff on current administrative processes, working collaboratively across administrative and clinical services at the medical center to address patient's needs. The MSA provides customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

The MSA's responsibilities can include any point the Veteran interacts with the medical center while navigating their health services. This includes but is not limited to assistance with screening patients, visitors, and caregivers, assisting with Veteran's interaction with kiosks and self-service machines, clinic registration and scheduling. MSA will be required to communicate with Veterans through all patient outreach modalities including: JJP Call Center, VA Video Connect Appointments (VCC), VetText, and Vetlink.

The MSA will use advance knowledge of the health care process to ensure clinic utilization is optimized and effectively supports the needs of the organization and the Veterans. This requires practical knowledge of computerized data entry and information processing systems to enter, modify, and retrieve sensitive patient health information (PHI). These systems include electronic health records, consult referral tracking, and patient scheduling systems. MSAs will ensure clinic optimization through generating reports, administrative follow-up actions and evaluation of patient information and clinic schedules.

Responsibilities at this level may include, but are not limited to making independent decisions regarding: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information in accordance with VHA national scheduling guidelines; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record; obtaining medical records, faxing, participating in huddles with other MSAs and/or JJP Medical Center staff to determine the daily needs of the facility; monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.

The MSA provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. The incumbent is an effective member of a team working collaboratively across all administrative and clinical services throughout the health system. Other related duties may be assigned. Performance will be evaluate based on the incumbent's ability to effectively, efficiently and safely perform duties of the position.


Work Schedule: Monday-Friday 08:00 a.m.-4:30 p.m.
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 49758F, 49786F, 49787F/Medical Support Assistant
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized

• Responding to emergency medical assistance calls by ambulance, patrol vehicle, and / or on foot to emergency scenes while adhering to park standard operating procedures, governing traffic ordinances and laws pertaining to the operation of emergency and patrol vehicles.
• Independently conducts accurate and complete patient assessments in the field, ambulance and clinical setting. Uses advanced knowledge of topographic anatomy, knowledge of major body systems, knowledge of emergency medical techniques and procedures and knowledge relevant to understanding the legal considerations of emergency care.
• Perform initial triage of patient(s), following with additional patient assessment. Selects appropriate patient treatment protocol and/or modifies protocols independently from basic approaches, if necessary. Appropriately determines the nature, extent, and seriousness of the patient's condition. Identifies and treats trauma and medical emergencies using knowledge of emergency medical treatment techniques/procedures, topographic anatomy, and major body systems (e.g.; skeletal, muscular, nervous, etc.).
• Appropriately documents all assessment findings, treatments and procedures, patient demographics, insurance and billing information. Demonstrates literacy in computerized information systems.
• Recognizes the signs and symptoms of life-threatening and non-life-threatening trauma and medical emergencies. Provides appropriate basic treatment as outlined in governing protocol(s), in route, or until advanced or definitive care is provided. Conducts field treatment at scene, in route or until definitive care is provided. Assists with patient treatment in clinical setting under the supervision and direction of a higher level provider.
• Communicates clearly and professionally, both orally and in writing, with patients, medical staff and public safety personnel, exhibiting familiarity with medical terminology.
• Ensures excellent condition of all ambulance supplies, medication and equipment to include checking expiration dates, stock amounts, functionality, cleanliness and repair/replacement as needed.

This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and\/or missing information.

This position is being announced concurrently under Direct Hiring Authority (DHA) procedures. Please review vacancy announcement number IHS-25-CR-12579810-DHA for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.

• Determines procedures for lab tests to be performed in the section. Develops and implements the use of protocols for performance of tests and evaluation of results.
• Develops procedures and establishes parameters for correlation of test results and preset troubleshooting protocols.
• Defines references values/ranges using statistical methods; sets up and monitors recordkeeping systems and effective quality control procedures.
• Prepares reagents and stores of coagulation factor-deficient plasma for functional and immunologic assays of specific coagulation factors.
• Performs complex and unusual tests and studies requiring specialized knowledge and skill (e.g., fibrin split products, quantitative and qualitative abnormalities of fibrinogen, platelet life span, platelet procoagulant and aggregation abnormalities, platelet function and nucleotide metabolism in patients on cert antineoplastic drugs).
• Evaluates the validity of data in relation to the test system and assay procedures. Integrates and correlates test data with other laboratory and patient data to lead to a conclusion about the normality of a system.
• Evaluates, modifies, or adapts new methods or revises standard techniques to improve or expand quantittativeness, accuracy, precision, specificity, or proficiency of analyses.
• Trains personnel in the Laboratory Department and the facility in various laboratory computer applications and their updates, including training manuals and drafting policy and procedure documents as requested by the Laboratory Director and/or Laboratory Supervisor.
• Recommends appropriate access levels and menus for all department employees and hospital employees.
• Acts as primary contact person for the laboratory service and for information services to disseminate information about the computer system.
• Prepares report related to workload reports, Quality Assurance reports, infection control, utilization studies and other requests specific to the laboratory software application and the electronic health record.
• Maintains the laboratory interface (Data Innovations or other similar system) system. Connects all laboratory instruments and monitors for changes and corrects any errors that may affect patient resulting.

Functions as a Specialty Treatment Program Specialist within a Bureau of Prisons (BOP) Federal Correctional Facility.

Provides group and individual counseling to inmates with the psychological problems targeted by the specialty program. Advanced Care Level Treatment Program: inmates suffering from serious mental illnesses which adversely impact their ability to function in a general population setting and/or their opportunity for successful reentry.

Provides program orientation lectures to inmates as a part of the institution’s Admissions and Orientation Program.

Administers questionnaires and conducts interviews to obtain information about inmates.

Reads inmate file records to extract information relevant to treatment.

Identifies deficiencies and excesses in inmates' patterns of thought, feeling, and behavior and recommends or devises steps to remediate them.

Learns and applies new assessment and treatment techniques for helping inmates overcome psychological problems.

Along with all other correctional institution employees, incumbent is charged with responsibility for maintaining security of the institution. The staffs correctional responsibilities precede all others required by this position and are performed on a regular and recurring basis.

This position is being announced concurrently under Delegated Examining procedures. Please review vacancy announcement number IHS-25-CR-12599383-DE for eligibility requirements. NOTE: Applicants must apply separately to each announcement in order to be considered.

• Performs a wide range of clinical laboratory tests/examinations for use in clinical diagnosis, patient
  screening, patient therapy, and other authorized purposes.
• Selects, performs, evaluates, and monitors the performance of routine and specialized test procedures using
  manual and/or automated techniques in accordance with established protocols.
• Conducts studies of blood cell morphologies, body fluid analysis, and urinalysis.
• Prepares solution, reagents, and media required for the conduct of tests/examinations.
• Selects, performs, evaluates and monitors the specialized test procedures, obtains analytical data, coverts to reports and reports results to appropriate individuals.
• Establishes standards and instructions for calibrating or standardizing instruments and equipment at the
  periodic intervals established by the manufacturers and CLIA/Laboratory Accrediting Organization
  regulations.
• Determines the causes or possible significance of abnormalities and departures from the norm when test
  results do not conform to expectations.
• Develops procedures and establishes parameters for correlation of test results.
• Assists with developing, implementing and overseeing policy related to health quality and safety standards
  for laboratories with the goal of meeting accreditation standards.
• Provides technical assistance to other laboratory testing personnel.

This position is being announced concurrently under Excepted Service/Merit Promotion procedures. Please review vacancy announcement number IHS-25-CR-12599382-ESEP/MP for eligibility requirements. NOTE: Applicants must apply separately to each announcement in order to be considered.

• Performs a wide range of clinical laboratory tests/examinations for use in clinical diagnosis, patient screening, patient therapy, and other authorized purposes.
• Conducts studies of blood cell morphologies, body fluid analysis, and urinalysis.
• Prepares solution, reagents, and media required for the conduct of tests/examinations.
• Selects, performs, evaluates, and monitors the performance of routine and specialized test procedures using manual and/or automated techniques in accordance with established protocols; the specialized test procedures, obtain analytical data, convert to reports and report results to appropriate individuals.
• Establishes standards and instructions for calibrating or standardizing instruments and equipment at the periodic intervals established by the manufacturers and CLIA/Laboratory Accrediting Organization regulations.
• Determines the causes or possible significance of abnormalities and departures from the norm when test results do not conform to expectations.
• Develops procedures and establishes parameters for correlation of test results.
• Assists with developing, implementing and overseeing policy related to health quality and safety standards for laboratories with the goal of meeting accreditation standards. Provides technical assistance to other laboratory testing personnel.

Open to the first 50 applicants or until 11/27/2024 whichever comes first. All applications submitted by 11:59 (EST) on the closing day will receive consideration.

Major Duties

• Develops and present a wide variety of formal and informal audience and learner-centered interpretive experiences.
• Coordinate the operation of a visitor facility and/or information desk.
• Train, mentor, coach, and evaluate a broad range of interpretive programs and products conducted by fellow interpreters, critique these activities, and recommend individual or program improvements.
• Coordinate the development and implementation of special projects i.e special events, youth, teacher workshops, and regional or national committees) from beginning to end.

Major duties include, but are not limited to:

• Monitoring, for compliance and timely update, of expiration of time-limited credentials.
• Serving as subject matter expert (SME) in the field of credentialing.
• Receiving and reviews VetPro reports detecting problem areas requiring further investigation.
• Managing provider applications (initial) for Non-LIPs credentialing within the VAMC.
• Assuring application packages and other documents meet technical requirements per specialty of provider and assures application folder and database account (VetPro or other internal databases and spreadsheets) meet technical requirements.
• Determining processes for coordination of incoming data and documents from a variety of sources.
• Analyzing and managing issues related to documents that do not meet expected requirements, regulations or guidelines such as adverse actions against licensures, certifications, and NPDB) CQ reports.
• Conducting final appointment into the VetPro database, after thoroughly researching, analyzing and validating all data, information, documents and signature authorities.
• Developing and providing routine and special reports as requested by the C&P manager/Analyst.
• Possessing a credit card and is responsible for maintaining records, reconciling monthly charge statements and verifying legitimacy of requests for NPDB Single and CQ enrollments/ renewals, licensure verification (if applicable), National Student Clearing House, Work Number and certifications (if applicable).
• Reconciling transactions and resolving discrepancies with Fiscal Service.
• Performing other credentialing duties as assigned.

DUTIES MAY INCLUDE HOWEVER ARE NOT LIMITED TO THE FOLLOWING:

Supports Diagnostic Procedures
a. Assists providers and nurses in the performance of diagnostic examinations by performing duties such as monitoring vital signs, preparing and positioning the patient, or by performing a variety of routine diagnostic tests such as obtaining routine urinalysis, clean catch urines, and stool specimens.

Assists with Technical Nursing Treatments
a. Assists physicians and nurses in the care and treatment of Residents. Observes and reports to the professional nurse changes in patient behavior, attitude, bodily complaints and appearance.
b. Observes Residents for any change in condition (deviation in color, pulse, respiration, temperature and blood pressure) and reports them to the Registered Nurse.
c. Reports the condition of wounds and skin and any reaction to or results of treatments.-

Direct Resident Care
a. Provides a full range of patient care to complex Residents with a variety of physical and/or behavioral problems including personal nursing care, support duties and treatments.
b. Uses good communication skills in dealing with Residents, some of whom are unusually difficult to care for or communicate with.
c. Provides effective action in emergency situations.
d. Performs actions targeted to the maintenance/restoration of skin integrity by assisting nurses with turning patients and cleaning patients as needed.
e. Assists nurses, preparing Residents for transport to procedures by obtaining oxygen tanks or other needed equipment.
f. Complies with universal precaution and with all infection control policies and procedures
g. Provides emotional Resident and family care.
h. Maintain Resident privacy.
i. Responds appropriately to emergency situations
j. Assists/completes clerical and transport functions as needed.
k. Makes rounds to ensure visual contact, safety and comfort of each Resident.-

Indirect Care
a. Maintains a safe/clean work environment and completes assigned environmental duties
b. Demonstrates appropriate actions in environmental emergency situations.
c. Employs appropriate lifting/moving, transfer and assistive devices and demonstrates safe and proper body mechanics.
d. Utilizes equipment in a safe manner.
e. Reports unsafe equipment and working conditions to appropriate individuals.
f. Offers assistance to coworkers when needed.
g. Participates in QI activities as directed.
h. Practice cost effective measures in the use of supplies and equipment.

Enters Information on the Resident's Records/Charts
a. Enters specific information onto the patients' records using the Computerized Patient Record System (CPRS).
b. Enters information regarding the care rendered and the condition and progress of the Resident.
c. Performs direct patient support work including personal patient care and/or basic patient education.

Personal Resident Care
a. Performs a wide variety of duties aimed at increasing the comfort and spirit of the Resident.
b. Takes care of the Residents routine care and comfort needs for psycho/social/spiritual well-being, personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation, safety, etc.-

Resident Teaching
a. Teaches Resident and family members the necessity to continue the procedures for proper health· care.
b. Assists with specific health teaching, such as reminding diabetic patients of the importance for skin care and following a diet, reinforcing the importance of exercise and diet for the cardiac patients, etc.-

Environment of Care
a. Support professional staff and Residents as needed with maintaining a clean, safe environment of care.
b. Cleans bedside tables, stocks linens, cleans wheelchairs and other direct resident care equipment using appropriate precautions-

Resident Safety
a. Use standard precautions and personal/Resident protective devices
b. Recognizes and reports unsafe situations. Initiates appropriate emergency interventions
c. Maintains a safe/clean work environment, ensuring Resident privacy
d. Participates in unit-based medical center and organizational in-services and continuing education activities
e. Adheres to dress-code policy
f. Completes all TMS in a timely manner

Work Schedule: Full Time

• Plan, direct, and coordinate health center property and supply operations.
• Implements and maintains procedures for the acquisitions processes.
• Repairs and maintains all government-owned and rental equipment.
• Provides technical assistance and coordination on discrepancies for goods received and assures receiving reports are processed in accordance with established procedures.
• Directs and ensures full utilization of available storage space, rotation and inventory of warehouse stock items.
• Monitors supply operations and ensures safety, hazardous materials, and good housekeeping practices are established and maintained.
• Serves as the Contracting Officer's Technical representative (COTR) for various supplies, equipment and service contracts and other Service Unit projects as assigned.
• Assures that property accountability system is establish and maintain for personal and real property in accordance with established procedures.
• Maintain quarters management by performing duties such as assigning quarters, terminate records, issue keys to occupant, and maintains living quarters.
• Supervises General Services and Security Management Department. Coordinate and distributes workload among subordinates and develop work schedules
• Monitors supply expenses, acquisition processes of supplies, materials, services and equipment.
• Performs other related duties assigned.

• Drives a diesel driven cab-chassis truck with an actual GVW of 26,000 lbs. x 40 feet in length, (medical mobile van) ½ ton pick-up trucks, vans, and sedans, to carry out the objectives of the work unit.
• Responsible for the basic maintenance of assigned program vehicles and the loading and unloading of health supplies and equipment used by the Staff.
• Coordinates and documents all required repairs and services with the contracted service agency, assures that the work is accomplished in a timely manner.
• Empties, cleans and sanitizes the unit to ensure it is ready for the next day and checks connections to proper connections for electrical and computer supplies.
• Completes work orders as needed and informs supervisor.
• Provides assistance with explaining the health care practices, health instructions, and health teaching/education presented by the health care/service providers, individual clients, family members, groups, outreach clinics and other community settings.
• Assists with the patient registration process by helping patients in completing forms and ensure forms are signed by patients.
• Assists with clerical duties of patients' medical documents including copying, routing, referrals filing, date entry, etc.
• Assists with health promotion projects/program.
• Cleans the Medical mobile van after each use including floors, counters and equipment. Follows the infection control procedures.

Selected Physician will serve the Veteran populations at both the Hyannis and New Bedford Community Based Outpatient Clinics (CBOCs), requiring travel between the two Facilities.

The Staff Physician (Family Medicine | Internal Medicine | Primary Care), is responsible for maintaining professional, technical and administrative knowledge, competencies and skills to provide effective, timely, quality responses to patients' health care needs. The Primary Care Physician is responsible for the Veterans enrolled in his/her PACT.

Responsible for the primary care of assigned patient panel across the continuum of care to include: comprehensive health assessment; case management; continuity and coordination of care; patient advocacy and compliance with chronic disease, prevention and utilization indicators. Specific duties include (but are not limited to):

• Comply with credentialing and privileging and required monitoring and evaluation criteria
• Must maintain high clinic standards that are carried into decision-making processes
• Continually strive to maintain and enhance teaching skills to effectively teach residents and students
• Comply with current standards for medical record documentation and resident /medical student supervision
• Expected to meet or exceed established Chronic Disease, Prevention and Utilization Indicators
• Provide appropriate care for Veterans ranging in age from 18 through the geriatric years, taking into consideration diagnosis and physical, psychosocial, spiritual and cultural needs.
• Demonstrates knowledge, skills and abilities to: conduct comprehensive health assessments; determine diagnoses and health care needs; and to construct health care plans based on effective therapeutic ability, consultation ,patient education and established practice guidelines.
• Demonstrates ability to coordinate patient care through patient management techniques within the assigned PACT and implement the same functionality in PACTs.
• Maintains effectiveness in recognizing emergency/acute situations and intervening in an appropriate and effective manner.
• Documents patients' health care clearly, adequately and accurately as defined by medical records documentation, chronic disease and prevention indicators.
• Signs notes in a timely manner as dictated by Medial Center by-laws or the Primary Care Service Chief.

• Establishes, maintains, reviews, determines processes, and closes payroll accounts for retired armed forces personnel and their annuitants.
• Under general supervision, resolves difficult and complicated retired pay actions.
• Resolves questions of entitlement to additional retired pay compensation.
• Corrects and adjusts retired pay due to retroactive legislative adjustments which affect benefits due from other agencies.
• Determines applicability of payments, and initiates collection of overpayments as necessary.
• Duties will be developmental in nature when the position is filled below the full performance level.