Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Kerrville, Texas
Summary The incumbent serves as an Advanced Medical Support Assistant for Medical Administration Service and is assigned to a Patient Aligned Care Team (PACT) model, in Primary Care, Mental Health, Specialty Care Setting, Inpatient Ward, and Eligibility and Enrollments. The PACT Team is a Primary Care team that generally consists of a primary care provider, registered nurse care manager, clinical associate and an administrative associate (MNMSA/Health Technician) Responsibilities The Outpatient assigned Advanced Medical Support Assistant coordinates with the patient care team to review the clinical utilization by using various reports (e.g., Clinical Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medial centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate /process secure messaging with the patient and team; notify patients of normal lab results. Their assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25%: of the time. Inpatient and Eligibility and Enrollment Advanced Medical Support Assistants are responsible for coordinating patient care by interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Evaluating clinics and providers schedules to schedule Veterans accurately and within the requested timeframe upon discharge from inpatient care. Providing support, maintaining effective and efficient communication to the interdisciplinary teams, nursing staff, patients, family members, VA medical centers, and other agencies. (e.g., assisting with communications during the inpatient to outpatient discharge; facilitate /process secure messaging with outpatient clinics to ensure timely and appropriate scheduling of Veterans for follow up care in different PACT clinics and other specialty clinics throughout the VHA, etc.). Other assignments at this level include, but are not limited to; participating in inpatient ward huddles with hospital staff to ensure the workflow of the unit runs appropriately; and to provide input and feedback on any safety concerns and equipment issues; problem solving on operational issues, procedures and performing administrative follow up actions; collaborating with various teams to assure continuity of care; scheduling, canceling, re-scheduling patient's appointments and/or consults; facilitates and assist with patient travel activities; Ensuring admissions, transfers, and discharges are complete; accurately interprets eligibility requirements in order to make eligibility determination to ensure that Veterans and beneficiaries meet legal/contractual requirements for medical care; verifying and updating demographics and insurance information; collecting means test date when appropriate; gives advisory and technical assistance to all applicable customers regarding eligibility and enrollment service; programs and activities; processes all emergency and non-emergency transfers to the other VA facilities and non-VA hospitals and facilities; provides clerical support to include, but not limited to preparing /mailing letters, placing phone calls, printing labels/armbands, maintaining /updating rosters and phone lists and running various reports. Daily use and knowledge of the following programs to ensure the above duties are completed timely; CPRS, VISTA, VISTA Scheduling, VCM, MS Word, MS Teams, Morning Report, ICB, Message Manager, and When to Work, and Outlook. Work Schedule: Irregular Tours: 7:30am to 4:00pm, 8:00am to 4:30pm; 3:30pm to 12:00am; 12:00am to 8:00am Financial Disclosure Report: Not required Note: This position requires long periods of sitting and is subject to rotate or floats to different locations, units and/or workstations based on the needs of the health care system. Requirements Conditions of Employment Qualifications Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Preferred Experience: 1 year work experience scheduling medical appointments Experience resolving customer complaints Experience collaborating with clinical staff Grade Determinations: Applicant must meet the basic requirement, specialized experience and demonstrate all the KSA's described below: GS-6: Advanced Medical Support Assistant Specialized Experience: One (1) year of specialized experience equivalent to the GS-05 grade level. Qualifying experience includes but may not be limited to: MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Assignment: The AMSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSA's at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, [problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients, i.e., those who receive their care at multiple VA centers or those who receive care in the community. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679; Veterans Health Administration, August 1, 2019. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education There is no educational substitution at this grade level. IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Note: If your school has changed names, or is no longer in existence, you must provide this information in your application. Additional Information Receiving Service Credit or 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. This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online view the following link for information regarding an Alternate Application.