The Albany VAMC is recruiting for one Advanced Medical Support Assistant (AMSA) for the Prosthetics and Sensory Aids service. The AMSA performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules. The incumbent must assist with clinic access contingency plans by adjusting appointment times, location, or dates.

Duties

VA Careers - Prosthetics: https://youtube.com/embed/3NUvF5jjErQ Duties: Responsible for receiving and directing all incoming and outgoing phone calls. Responsible for maintaining the Prosthetic and Sensory Aids appointment schedule which involves scheduling patients by referral, from another clinic as a walk-in, telephone requests, and inpatient hospital calls or prior to discharge if needed. Responsible for updating demographic data when necessary and collecting medical insurance data from each Veteran and entering system. Responsible to distribute, collect, and fowards Prosthetic Patient Customer Service surveys. Displays and/or develops prosthetic and sensory aid informational handouts for ease of patient understanding. Responsible for reviewing the daily schedule to determine those patients failing to report for clinic appointments. Responsible for reviewing the daily VISTA mail system to identify those patients that have requested cancellation or reschedule of appointments. Responsible to contact patients to reschedule missed appointments. Reschedules clinics that are canceled and prepares notices for patients on initial or rescheduled appointments. Responsible for scheduling appointments for clinics conducted by Prosthetic practitioners. Ensures all items required for CBOC appointments are shipped at least one week prior to the scheduled clinic or readied for travel. Reviews delayed order report (DOR) and distributes consults, when necessary to appropriate practitioners for continued review/action. Completes purchasing activity as needed and reviews daily alerts to ensure timely response and action. Reviews daily alerts to ensure timely response and action. Advises on selected nonmedical benefits of a routine nature and refers Veterans to Prosthetic Representative or Purchasing Agent. As necessary, they will notify Prosthetic Purchase Agents when Veterans request either by phone or in person prosthetic items. Receives items needed for Veterans and provide as appropriate. Receives all mail. Utilizing prosthetic purchasing screens will identify by looking up the purchase order, the purchase agents for all incoming invoices and distribute accordingly. Coordinates Prosthetic staff schedules, VA Police and parking permissions for all approved in- service requests. Receives all incoming O&P invoices from the Purchase Agent, review patient's record, schedule patient for appointment if appropriate, and/or maintain listing of backorder items. Responsible for establishment maintenance of an area for O&P items, organized by practitioner name for patients scheduled for appointments. Composes, edits letters and/or performs various administrative functions for Chief or Assistant Chief of Prosthetics. Maintains all office supplies and orders additional supplies as needed. Serves as a timekeeper, and is responsible to maintain employee timekeeping folders. Maintains proficiency in CPRS, VISTA, My HealtheVet and office communicator. Work Schedule: M-F 8:00 am - 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

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. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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). Grade Determinations:In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates. Only applicants qualifying at the GS-6 level will be considered. GS-6 Experience: One year of experience equivalent to the GS-5 grade level. Performing duties including but not limited to: independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. 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. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Assignment. The Advanced MSA 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 to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs 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. 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity, 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. References: VA Handbook 5005 Part II Appendix G45 English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j Physical Requirements: The work is generally primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

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.

Contacts

• Address Samuel S Stratton VA Medical Center - Albany 113 Holland Ave Albany, NY 12208 US
• Name: Rebekka Fandrey
• Phone: 0000000000
• Email: [email protected]