The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model. The PACT Team is a primary care team that generally consists of a primary care provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician) and PACT AMSA at the Clarksville Community Care.

Duties

The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model. The PACT Team is a primary care team that generally consists of a primary care provider (MD, NP, PA), registered nurse care manager, clinical associate (LPN or medical assistant/health technician) and PACT AMSA. PACT (AMSA) is responsible for assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT), ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic, develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The PACT AMSA will work with the PACT Lead/Supervisor MSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures. The PACT AMSA will assist the CSU with any urgent scheduling questions and provide necessary feedback for the veteran's care. The PACT AMSA may be required to cover the front desk or another PACT team at a given time for coverage. The PACT AMSA was established to ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work of the Pact Team. The PACT AMSA coordinates with the Pact Team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities by fax; facilitate/process secure messaging with the patient and team; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic wait list. The PACT AMSA is responsible for preparing paperwork requested by the Veteran and/ or PCP. Coordinates information exchange/obtains medical records for co-managed patients. The PACT AMSA manages appointments scheduling including EWL, RECALL, RTC's, Consults, Imaging, VeText, Audio Care. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; evaluating patient information and clinic schedule lists to determine whether a patient is vested; educating providers about shared patients who may be receiving care at multiple VAs or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service. The PACT AMSA will review the clinics appointment schedule to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the Veterans. The PACT AMSA arranges transportation and provides feedback to our Patient Advocates. Develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Meets the needs of customers while supporting the VA mission. Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner. Provide the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: NOT AVAILABLE Virtual: This is not a virtual position Functional Statement #: 0000000 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. other 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. 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: GS-6 In addition to the basic requirements above, applicants must meet the following experience: Experience. One year of experience equivalent to the next lower grade level (GS-5). Assignments at this level include, but are not limited to: 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] (i.e., TRICARE, sharing agreements, [collaterals, research patient, VA employee], etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. 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.] 2. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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]. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117, Part II, Appendix 045. - Title 38 Hybrid Medical Support Assistant Qualification Standard, dated August 1, 2019 The full performance level of this vacancy is GS-6. 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 Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Charity Street
• Phone: 615-695-2157
• Email: [email protected]