The AMSA performs administrative activities associated with WTVAHCS requests/referrals to ensure all required and necessary administrative actions are completed within established time frames.

Duties

The MSA Advanced: Screens each request/referral for technical completeness, accuracy, and urgency. Serves as primary administrative contact and process subject matter expert for the program. Serves as a trusted resource for patients referred through the program. Provides accurate information related to specific providers (location, office contact, etc.), and the process. Receives phone calls utilizing the Automated Call Distribution (ACD) system from Veterans, family members, community vendors, VA providers/staff, Third Party Administrator (TPA), etc., providing excellent customer service. Responds appropriately and/or ensures messages are communicated to CCS staff in a timely manner. Establishes constructive and effective working relationships with office staff to effectively schedule appointments, resolve issues, and ensure ongoing patient (and provider) satisfaction. The AMSA maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests. Establishes collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to requests to expedite timely approval. Ensures special instructions or requirements for each request are clearly outlined prior to submitting to the provider. Identifies and provides any supporting information or documentation needed for each referral. Gathers needed information and ensures information or data is sent to the provider prior to the scheduled appointment to ensure continuity of care. Facilitates immediate needs of providers to obtain stat information/data so patient's care or treatment is not delayed. Collaborates with RNs to obtain clarification or additional needed information to process requests/referrals. Establishes collaborative relationships with TPA staff to ensure efficient communication and problem resolution related to requests. Utilizes the website/portal for the contractor to upload referrals, retrieve appointment information, review notifications, access results, and communicate with the contractor. Monitors status of referrals submitted to the contractor to ensure action is taken within established timeframes. Maintains an efficient suspense system for effective and timely follow-up of each consult submitted to the program. Completes daily reviews of active/pending and scheduled consults for accuracy, action, and disposition. Schedules non-count appointments using VISTANSE scheduling options. Complies with mandatory training requirements for the outpatient scheduling process. Completes the scheduling process by confirming patient care was completed, to include requests for corresponding records. Follows established processes related to release and confidentiality of veteran information. Collaborates with providers to resolve issues related to these areas. Ensures accurate accounting of released records in accordance with Privacy regulations and requirements. Receives documentation related to requests. Notates receipt on the correct consult/note and uploads information into the veteran's record, ensuring accuracy in attaching the results to the correct consult, etc. Serves as a subject matter expert related to the program. a. Provides information and education to VA and non-VA staff regarding the program. b. Provides extensive information and education to VA clinical and non-clinical staff to promote understanding and compliance with program requirements and time frames. Examples include required supporting documentation for each type of request (i.e., current/previous MRI or Imaging studies, current lab values, biopsy results, etc.) Identifies issues for process improvement and actively participates in service or center-level process improvement activities/teams. Utilizes various computer equipment (double screens, laptops), software packages and systems (VISTANSE, Microsoft Office, CPRS) and troubleshoots minor problems. Assists peers in troubleshooting problems or issues with software or systems used on a daily basis. Remains proficient and abreast of changes in processes and procedures by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develops and maintains expertise to serve as a resource within area of assignment. Duties are continued in the education section of this announcment. Work Schedule: Monday - Friday, 8 AM - 4:30 PM Telework: Ad-Hoc Telework may be authorized. Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Medical Support Assistant (Advanced) GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Specialized experience includes, but is not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising 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; 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate & 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 & nursing staff) to accomplish team goal setting to ensure medical care to patients is met. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies & regulations. iii. Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers. This may include preparing reports in various formats & presenting data to various organizational levels, as well as resolving patient concerns. iv. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery &/or care in the community models & patient health care portals) as it relates to access to care. v. Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: 1 year of administrative/office customer service skills in deescalation, problem solving, decision making, and good tactful communication skills, orally and in writing. Experience with document scanning and medical records indexing. Experience managing patient communications (e.g. telephone, e-mail, secure messaging) to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Experience scheduling/rescheduling patient appointments in medical appointment software, including experience reading and verifying provider's orders, consults, and imaging requests. Advanced knowledge of health care processes as it relates to access to care. 1 or more years of Community Care Service experience. 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-06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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

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.

Duties continued:

• Performs a full range of administrative support functions. Manages correspondence (authorization notification, request for clinical documentation, telephonic triage, appointment follow-up) and prepares reports, memorandums and outgoing correspondence utilizing Microsoft Office software. The AMSA demonstrates proficiency in written correspondence (spelling, grammar, and punctuation).
• Demonstrates proficiency in applying ethical principles for self and others, serving as a resource and advocate in the protection of Veteran/family and staff rights.
• Follows established guidelines for medical record management involving release of information.
• Identifies ways to resolve problems/needs and facilitates achieving of desired outcomes.
• Performs other duties as assigned to accomplish the mission of the program or the service.

Contacts

• Address George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]