To serve as the administrative point of contact for Domiciliary programming, performing record keeping duties, customer service and data tracking, as well as providing miscellaneous support as needed to the staff of the program. The position serves the Bonham Domiciliary Service, Assistant Director for Outpatient Services, Office of the Director, VA North Texas Health Care System.

Duties

The Domiciliary Medical Support Assistant (Intake/Discharge Coordinator) is responsible for providing administrative support to the case managers, psychologists, psychiatrists and leadership members of the Domiciliary staff for programming as needed. This will include tracking data, scheduling appointments, coordinating consultations, processing staff and Veteran encounters, communicating both in person and via telephone with Veterans regularly, processing Veteran discharges, verifying eligibility, and any other needed administrative tasks as assigned by their supervisor. The duties of this position are performed primarily via computer, and require the incumbent to work at a desk for the majority of the work day. The incumbent will also be expected to communicate and work regularly with other Medical Support Assistant staff members as a team to ensure that all Domiciliary Administrative needs are met. Resolves informal complaints and responds to requests for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Verifies and updates demographics information. Ensures encounter forms are completed in order to obtain appropriate workload credit. Monitors and schedules appointments from clinical consult requests within the guidelines of the VHA Scheduling Directive. Enters information such as clinic appointment, no-show, etc. data into the Computerized Patient Recordkeeping System (CPRS). Generates a variety of documents/reports, such as (but not limited to) application denials and approvals, discharge tracking, no-shows, etc., 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. Requisitions needed office supplies, materials, and services. Uses the medical automated information systems and databases or spreadsheet software to schedule appointments; to create, enter, revise, sort or calculate, and retrieve data for reports; to review alerts from providers'; and, to enter patients' appointment data, providers' lab, pharmacy and/or radiology requests, and annotate/update patient record Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. or 8:00 a.m. - 4:30 p.m. 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

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. 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). 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: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. 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 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.).Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e.), those who receive their care at multiple VA centers or those who receive care in the community). 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. 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. Preferred Experience: 4+ years of customer service experience in a team environment. 2+ years of computer proficiency-specifically with VISTA, BMS, CPRS, Excel and Microsoft Word. Create/monitor provider schedules, schedule/cancel appointments, accept/process consults, determine eligibility. 2+ years of data entry, data sort, data analysis, creating/maintaining spreadsheets, drafting official memos and other professional documentation. Ability to independently set priorities, multitask and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06 Physical Requirements: Light lifting and carrying, under 15 pounds; Pushing 1-2 hours: Reaching above shoulder, Use of fingers; Both hands required; Walking and Standing (4 hours); Repeated bending (1 hour); Both legs required; Ability for rapid mental and muscular coordination simultaneously; Near vision correctable at 13" to 16" to Jaeger 1 to 4; Hearing (aid permitted).

Education

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

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

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