The Primary Purpose of the Position is: To perform a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities. The Organizational Location of the Position is: Medical Administration Service, VA North Texas Health Care System (VANTHCS).

Duties

Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow-up and/or consult appointments. Performs basic eligibility and copays determinations and preauthorization actions. Processes emergency and non-emergency transfers to other VA facilities or private hospitals. Contacts providers/intern for confirmation and apprises supervisor of any changes. Updates documents that reflect the changes in the staffing of providers in the reports that are being provided to upper management and/or outgoing sources. Enters information such as clinic appointment, no-show, clinic or patient cancellation data into the VSE or Vista information system(s) and software. Generates a variety of documents/reports for the clinic/section. Establishes and maintains office records and information, files of various types that may be needed or will assist in the efficient operation of the facility and during contingency plans. Requisitions needed office supplies, materials, and services. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, mental health or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with patient coordinates with the patient care 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. Identifies Customer Concerns. Applies discernment and sensitivity when performing task required resolving issues accurately and timely. Facilitates any necessary follow-up to ensure satisfactory resolution. Operates Computerized Programs. Utilizes computerized programs and data bases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPPA requirements. Applies Knowledge of Medical Terminology. In their area of responsibility, demonstrates basic knowledge of medical terminology sufficient to communicate effectively with a variety of professional and clinical staff which may include ancillary departments and services to gain or convey information in the performance of their duties or to assist the veterans with their needs. Work Schedule: Monday - Friday, 7:30am - 4:00pm or 8:00am - 4:30pm; Based on the needs of the service. Telework: Not Available 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

Citizenship. Citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 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 this 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. 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: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates. Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care 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; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; 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 record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Preferred Experience: Previous Clinical Experience Previous Experience Scheduling: Appointments, Cancellations, Labs, X-ray Previous Experience providing customer service and resolving informal complaints Previous Experience Verifying and updating insurance Previous Experience working in a team environment Previous Experience working independently References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679; August 1, 2019. The full performance level of this vacancy is GS-6. Physical Requirements: The work is sedentary (up to 6 hours), requires walking (up to 4 hours), bending (occasional), standing (up to 1 hour) and/or pushing cart with office supplies, lifting up to 5 pounds at a time such as a case of copier paper, use of fingers, both hands required, talking on the telephone using telephone headset. The work does not require any special physical effort or ability.

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.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]