The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) AMSA is a VISN based position located in VISN 12. The VISN CRH AMSA is under the general supervision of the VISN CRH Chief. This position is responsible for the consult and scheduling management of the VISN level CRH. The VISN CRH AMSA will work directly with VISN CRH leadership (VISN CRH Primary Care Chief, VISN CRH Mental Health Chief, etc.), to ensure that VISN CRH consult and scheduling services are high performing.

Duties

A CRH is a repository of clinical and administrative staff that serve all VA facilities within a VISN. Staff within a CRH are expected to provide inter professional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care. The VISN CRH AMSA is responsible to ensure CRH services are completed at the highest standard and in alignment with national CRH standards. The VISN CRH AMSA will coordinate with various spoke site facility and other VISN MSA's to ensure that scheduling practices and standards are implemented across the VISN. The individual will ensure that all CRH services are utilized appropriately and follow specific CRH and telehealth, and other pertinent program office policies and procedures. Process medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH primary care, mental health, and specialty clinics. The incumbent answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Shows courtesy, respect, and a positive attitude towards patients, co-workers, and the public at all times. Provides front-line assistance to customers with questions or concerns. Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely. Facilitates necessary follow-up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veterans appointments are scheduled timely. Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a subject matter expert regarding CRH scheduling set up and practices. Arranges/schedules appointments for patients with a variety of telehealth clinics, services and consultants, coordinates appointments for timeliness to avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred. The AMSA also manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Reviews spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match. Work Schedule: Monday-Friday; 8:00am-4:30pm Telework: 1-2 days per pay period may be available to highly qualified applicants Virtual: This is not a virtual position. Functional Statement #: 000000 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. English: Must be proficient in basic written and spoken English as required by 38 U.S.C. 7402(d). Education/Experience: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant; OR, Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED); OR, Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) Grade Determinations: IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 Level Grade Requirements: Must have at least one (1) full year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 patient's 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, etc.).; AND, Knowledge, Skills, and Abilities (KSAs): In addition, applicants must demonstrate the following KSAs: KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-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. KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: CPRS-TMP and VISTA; a high degree of tact and negotiating ability; appointment management and scheduling References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. This vacancy is above the full performance level. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Work Environment: The work environment involves everyday risks or discomforts, which require normal safety precautions. The work requires safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations. The work area is adequately lighted, heated and ventilated. The employee works in a close proximity to patients, and is therefore, exposed to communicable diseases. Some exposure to verbal abuse may be experienced in certain positions.

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 Jesse Brown Department of Veterans Affairs Medical Center 820 South Damen Avenue Chicago, IL 60612 US
• Name: Leeandra Currie
• Phone: 682-532-0503
• Email: [email protected]