The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The work is performed in a Primary Care/ Subspecialty Medicine service line.

Duties

The Advanced Medical Support Assistant is an integral role in identifying and developing ways to resolve problems with administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. The work is performed under the general supervision of a Supervisory Medical Support Assistant in a Patient Aligned Care Team or Specialty Care setting. Duties include but are not limited to: Responsible for assisting with clinic access contingency plans by adjusting appointment times , location, or dates as well as shift patients to other healthcare providers. Responsible for screening /receiving phone calls in a courteous and timely manner. Determining the nature of requests and provide the information desired using privacy rules and established clinic processes. Participating in daily team huddles and weekly meetings where patient care planning and management occur. Coordinating administrative services for veteran's family members , caregivers and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Ensuring all necessary health /administrative information are integrated into Computerized Patient Record System by scanning the records into the patient's chart and /or sending them to the Scanning Department. Developing and maintaining effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Directing daily work of Clinical Support Section employees in the absence of supervisor. Responsible for the completion of personnel reports, rosters and maintenance of supplies and forms. Conducting special audits, studies or surveys to be utilized in the development of procedures and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Organizing and implementing quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Health Administration Service/ Business Office. Generating patient workload reports for validation and monitoring activity to assure consistent and accurate reporting. Conducting patient/ employee surveys, interviews, observing workflow; guiding patients through hospital system, inputs referrals, documenting complaints, providing follow-up and suggests resolutions to supervisor. Work Schedule: Part-time Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 position for which both education and experience are acceptable. 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. English Language Proficiency:MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Physical Requirements. See VA Directive and Handbook 5019. 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: GS-06 ( Advanced) This position is above the full performance level for this series. Experience. One year of experience inequivalent to the (GS-05) grade level that equips the candidate with the following: 1) Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; (2) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; (3) Schedule medical appointments in a clinical setting; (4) Work independently in the accomplishment of a wide variety of duties performing patient support work; (5) Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; (6) Customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Knowledge, skills, and abilities. In addition to the experience or education above, the candidate must demonstrate the following KSAs: (1) 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. (2) Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (3) 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. (4) 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. (5) 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.6.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 PART II Appendix G45 The full performance level of this vacancy is GS-06.

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 Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Heide Billings
• Phone: 000000000
• Email: [email protected]