This Advanced Medical Support Assistant (AMSA) position is in the Diagnostic Imaging Service of the Overton Brooks VA Medical Center located in Shreveport, Louisiana.

Duties

If you are a current permanent VA employee or Federal employee from another agency, you should apply to CBST-12073441-23-KCG. The AMSA works collaboratively in an interdisciplinary coordinated care delivery model within the specialty service. The AMSA will utilize and interface with numerous computer applications. The AMSA independently performs these responsibilities in the processing, care and treatment of Veterans while functioning as a team member in the patient care delivery setting. Duties of the position may include but are not limited to: Provides specialized administrative support in the multi-disciplined scheduling and complex collaboration of Diagnostic Imaging Service procedures and treatments. Utilizes understanding of unique Imaging services that requires specialized judgement and flexible use of various clinical flow processes for the multiple clinics, specialties and/or community resources. Develops and maintains effective and efficient communication with the wide range of specific customers that include patients, interdisciplinary teams, VA medical centers, CITC affiliates, and other agencies to include verbal and written correspondence. Receives all incoming requests from clinicians and ensures that customers are scheduled for the appropriate procedure. Schedules appointments efficiently and in compliance with policies and procedures.. Resolves problems that may arise from late appointments, emergencies, or inpatient add-ons that could delay scheduled patients in a timely manner. Supports the clerical and medical staff as key front-line advocate, personally greeting persons requesting assistance, putting them at ease while being attentive to requests, determining the nature of assistance required and initiating appropriate actions. Receives a high volume of calls and answers them effectively and professionally while screening and referring calls. Utilizes Vista, CPRS, Cerner, or other EHR to make/cancel appointments in the Diagnostic Imaging clinics. Follows service guidance on CPRS charting regarding appointment no-shows and ordering physician notification. Schedules requests and coordinates appointments with the interdisciplinary services utilizing specialty and expert knowledge of efficient care delivery. Makes unscheduled appointments over the phone with Veteran patients for the services physician to discuss procedures and/or therapy treatments. Prints and/or photocopies patient instructions and mails to patients along with pre-appointment letters. Copies materials as requested by the service staff, such as patient informational pamphlets for nuclear medicine procedures. Makes VA Hoptel arrangements for patients scheduled for 2-day procedures and living over 100 miles from Overton Brooks VA Medical Center. Works with the Social Work Hoptel Coordinator in entering Hoptel consults in CPRS for other Nuclear Medicine patients. Explains to Veteran how the means test will affect them and ensures they complete the means test as required. Checks to see if Veteran is eligible for travel pay and if eligible enters into the computer and processes accordingly. Preforms administrative duties required in the daily operation of the Diagnostic Imaging Service and all related imaging clinics. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 667-00318-F Position Title: 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 and Education. (1) 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, (2) Education. One year above high school; OR, (3) 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. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Grade Determinations. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Medical Support Assistant (Advanced), GS-06 (a) Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes: Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; Scheduling medical appointments in a clinical setting; Performing patient support work; Providing customer service and identifying patient concerns to ensure satisfactory resolution; Advanced level of medical terminology. (b) 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 (utilization) 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 (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.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-6. Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

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 Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Kathy Girndt
• Phone: (501) 297-2221
• Email: [email protected]