The purpose of this position is to serve as an Advanced Medical Support Assistant (AMSA) assigned to outpatient clinics. The position plays in an important role for the Veterans Health Administration (VHA) Patient Centered Medical Home Model transformation/Specialty initiative. Patient care is delivered in a team-based model known as the teamlet. The teamlet works collaboratively with other members of an expanded health care primary team to provide a robust interdisciplinary approach to care.

Duties

Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, at all times, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior. The incumbent is responsible for running Encounter Action Required Report (EARR) to identify incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Incumbent promotes Veteran registration for and utilization of MyHealtheVet (HMV), online personal health record for Veterans. Responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Major duties include, but are not limited to: Schedules and provides appointment dates with patient input when possible to reduce no shows. Responsible for verifying and completing all orders that he/she transcribes. Caring, compassionate, and sensitive manner is essential in all customer service contacts. Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the organization's program operation. Assists in the planning, review, and reporting of data/statistical results of program/project studies. Validate and update patient demographic information. Receives telephone calls and visitors to the VA. Must work in a multi[screen computer environment. Provides on-the-job training to new employees, provides ongoing process improvements, and shares new information/procedures with other staff. The incumbent will normally work at one of the locations above, but may be detailed to provide coverage to the other sites when a legitimate need arises. Work Schedule: Monday - Friday; 8:00am -4:30pm or 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 - Advanced Medical Support Assistant 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: 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. 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. 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. Grade Determinations: Advanced Medical Support Assistant GS-06 Experience: One year of experience equivalent to the GS-5 grade level. Examples of equivalent experience include but are not limited to: 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 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 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. Demonstrated Knowledge Skills, and Abilities. In addition to the above stated experience, applicants 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. Preferred Experience: Experience in scheduling package for VA Experience in medical terminology Experience in Patient Aligned Care Team (PACT) roles and responsibilities Knowledge HIPPA, release of information and other applicable laws and regulations. Must be able to use VSE, VISTA, ICB and CPRS Must have great customer service for patients and family members References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019. The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited by at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet.

Contacts

• Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]