The North Florida/South Georgia Veterans Health System serves veterans across a large geographical area in North Florida (33 counties) and South Georgia (19 counties). In addition to our two medical centers in Gainesville and Lake City, we offer a number of services to our patients in several satellite outpatient clinics and community-based outpatient clinics. The Malcom Randall VA Medical Center (VAMC) is one of two VAMCs in the North Florida/South Georgia Veterans Health System.

Duties

The AMSA is responsible for a variety of customer service functions including data entry, data retrieval and records processing. Scheduling, canceling, re-scheduling patient appointments The AMSA complies with established business rules to create provider request per radiologist protocol and patient requested visits Makes reminder calls and sends appointment letters to veterans. Creates CD/DVD for image release, inputs disclosure information Entering no-show information; monitoring appointment requests from multiple electronic sources. Gathers and obtains medical information from patients; request; reviewing electronic health record, obtaining medical records, faxing, Participating in huddles with other AMSAs, Lead and Supervisor to determine the daily needs of the facility, Monitoring outpatient appointments in area of responsibility; and verifying and updating demographics when contacted by patients. Monitors the needs of inpatient and outpatients in the assigned area alerting high level staff with concerns Responsible for answering telephone calls, secure messaging, and chat messages, emails Greeting patients, relaying messages to appropriate staff inside or outside of the facility. The incumbent complies with all mandatory training requirements. He/she is responsible for verifying and updating demographics and insurance information processing The AMSA also elicits information from the veteran necessary to complete Insurance capture The AMSA may at times advise the veteran on his/her eligibility for care and provide a meaningful explanation to an ineligible veteran based on Department of Veterans Affairs (VA) regulations and applicable law and refers the veteran to an appropriate source for further information when appropriate. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. The incumbent is responsible for maintaining the confidentiality of information obtained to carry out required duties. He/she is constantly aware of the sensitive nature of the information being communicated or discussed. Verifying and updating demographics and insurance information Routinely communicates with Radiologist, physicians, and other allied health professional staff using sound interpersonal skills Performs duties as assigned to ensure efficient and effective operations. Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. Telework: N/A Virtual: This is not a virtual position. Functional Statement #: 573-FS-136-056

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- 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. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Grade Determinations: GS-06 Advanced Medical Support Assistant Experience (In addition to the Basic Requirements) - One (1) year of experience equivalent to the next lower (GS-05) grade level. Experience at this level is as follows: 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, 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, enters no-show information Monitors appointment requests from multiple electronic sources Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic Monitors both inpatient and outpatient appointments in areas of responsibility Verifies and updates 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.). GS-06 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level: 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 References: VA Handbook 5005/117The full performance level of this vacancy is GS-6. Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6.

Education

There is no education substitute for GS-6.

Contacts

• Address Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Yolanda Hawkins
• Phone: (352) 284-8261
• Email: [email protected]