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.

Duties

The AMSA performs administrative activities associated with WTVAHCS requests/referrals to ensure all required and necessary administrative actions are completed within established time frames: 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 from Veterans, family members, VA providers/staff, etc., providing excellent customer service. Responds appropriately and/or ensures messages are communicated to appropriate 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. Maintains 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 consulted services to ensure efficient communication and problem resolution related to requests. 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 appointments using VISTANSE scheduling options. Complies with mandatory training requirements for the outpatient scheduling process. Completes the scheduling process by checking out patients once appointments have been completed. 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. Serves as a subject matter expert related to the Referral Coordination Initiative (RCI) program. Provides information and education to VA and Non-VA staff regarding the program. 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, cell phones), software packages and systems (VISTANSE, Microsoft Office, CPRS) and troubleshoots minor problems. Assists peers in troubleshooting problems or issues with software or systems used daily. Remains proficient and abreast of changes in processes and procedures by researching and completing training opportunities to improve technical knowledge and enhance role performance. Performs a full range of administrative support functions. Manages correspondence (appointment notification, 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. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Available (2 days telework/3 days on station) Virtual: This is not a virtual position. Functional Statement #: 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. 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). Preferred Experience: Experience of working in a clerical or administrative office. Experience with scheduling in an appointment system or calendar. Ability to communicate and provide customer service to a wide variety of population Ability to multitask using multiple systems to get the job done. 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-06 Experience: One year of experience equivalent to the GS-5 grade level. Note for reference: GS-5 Assignment: At this level, the MSA 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.] The MSA is 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. 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., TRIWEST, sharing agreements, [collaterals, research patient, VA employee], etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: a. 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. b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. c. 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. d. 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. e. 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. f. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019This announcement is being advertised above the full performance level. The actual grade at which an applicant may be selected for 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

There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

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 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]