The position is with the Outpatient Support Section (OSS) in Medical Administration Service (MAS) and located within North Florida/South Georgia Veterans Health System (NF/SGVHS) which consists of two medical center divisions, three outpatient clinics, and ten community-based outpatient clinics. The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model (i.e. patient aligned care team, or their specialty care setting).

Duties

The Advanced Medical Support Assistant (AMSA) serves as an initial point of contact for the units, clinics, patients, and call centers. She/He will be scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This occupation includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. Duties include, but not limited to: Scheduling, canceling, re-scheduling patient's appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assuring that all visitors and telephone calls are referred in a prompt and courteous manner. Managing electronic wait list to verify and validate accuracy and resolve issues. Entering no-show information for patients who fail to report for scheduled appointments. Verifying and updating demographics and insurance information when patients check-in for appointments. Monitoring both inpatient and outpatient appointments for areas of responsibility. Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determining appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Ensuring Action Required Encounters are given to the treating provider daily to ensure encounters are closed daily. Performing basic eligibility, co-pays, and preauthorization requirements for specific coverage. Keeping team members informed and up-to-date concerning appropriate established regulations. Contacting the travel office to arrange necessary transportation following established guidelines when appropriate. Providing information and technical support on availability of services, points of contact and necessary authorizations and approvals. Developing and maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies. Performing other related duties as assigned. Work Schedule: Monday - Friday, 8:00am - 4:30pm; OR Monday to Thursday, 7:00 am to 5:30 pm. Schedule is based on duty station. Telework: Not available Virtual: This is not a virtual position. Functional Statement #: PD51007F Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: United States Citizenship: Be a citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified candidates in accordance with VA Handbook 5005, Part II, chapter 3, section A, paragraph 3g.) English Language Proficiency: Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience: At least six months of experience in clerical, office, customer service, or other administrative work that demonstrates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education: At least one year of education above high school; OR, Experience/Education Combination: A combination of education and experience (for example: three months of experience described in item (1), AND six months of education beyond high school) (NOTE: Transcripts must be submitted with your application if you are basing all or part of your qualifications on education) 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. Grade Determinations: GS-6 GS-6 Medical Support Assistant (Advanced) Experience Requirement: At least one (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Experience at this level includes but not limited to: 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., TRICARE, sharing agreements, collaterals, research patient, VA employee, AND Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs: 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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Ability to operate a computer using multiple screens and programs. References: VA Handbook 5005, Part II Appendix G-45, Medical Support Assistant, GS-6 Qualification Standard The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6. Physical Requirements: The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs.) although, there is some walking (1 hr.), bending (1 hr.), and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.).

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 Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Laura Pareta
• Phone: 7864387591
• Email: [email protected]