This position is located within Fayetteville VA Coastal Health Care System in the Medical Foster Home (MFH) Program. Medical Foster Home is a specialized program which provides interdisciplinary health care to veterans who are unable to live independently, but prefer a home like setting for their long-term care.

Duties

The Medical Support Assistant- Advance acts as liaison between patients and medical center staff, serving as consumer advocate. Duties include, but are not limited to: Accepts telephone calls from patients/caregivers, staff in the field, other VA staff, and/or community agency staff regarding program inquiries and patient care concerns. Coordinates consultation, referrals, scheduling and cancelling of appointments. Provides clerical support to Program Coordinator in carrying out administrative duties. Coordinates with staff in obtaining laboratory, radiology, CT scans and other reports. Uses computer programs to type all recurring correspondence, minutes, and reports, maintaining computer files. Problem solves office equipment malfunctions. Prints assessments and treatment plans for team treatment planning meetings, and maintains accessible hard copy files of the assessments. Work Schedule: Monday- Friday 8:00am - 4:30pm EST Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Available Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: Applicants must six (6) 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 Medical Support Assistant; OR, Education: Have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full- time academic study is defined as 30 semester hours, 45 quarters hours, or the equivalent in college or university. (TRANSCRIPT REQUIRED),OR, Combination: Have you successfully completed an equivalent combination of experience and education that is qualifying for entry level. (TRANSCRIPT REQUIRED). Note: 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. 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. 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: Medical Support Assistant- Advance GS-06: Experience: One (1) year of experience equivalent to the next lower grade in Federal Service (GS-5). Experience includes: 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, 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. AND Demonstrates Knowledge, Skills and Abilities (KSA): In addition the experience Above, the applicant must demonstrate all of the following KSAs: 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. Preferred Experience: At least 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. References: VA Handbook 5005/117 Part II Appendix G45 The full performance level of this vacancy is GS-06. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. 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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Octavia Nicholas
• Phone: 804-243-9689
• Email: [email protected]