The Primary Purpose of the Position is: To perform a variety of administrative and clerical duties associated with scheduling appointments for patients in support of veterans' treatment in Physical Medicine and Rehabilitation (PM&R) therapy programs. The Organizational Location of the Position is: Administrative Section, Physical Medicine & Rehabilitation Service, VA North Texas Health Care System in Garland, Texas.

Duties

The Advanced MSA provides specialized and expert administrative patient support while working works collaboratively in the assigned PM&R 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. Develops 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 outpatient discharge from PM&R services; prepare correspondence to notify patients of consult referrals; and manage a system for follow-up care such as return to clinic orders, etc.). Work Schedule: Monday - Friday from 8:00am to 4:30pm Telework: Not Available Functional Statement #: 00000 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. 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. Experience equivalent to the GS-5 grade level includes but is not limited to: 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; 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; 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 patients eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND 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. 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. Preferred Experience: VSE, VISTA/ CPRS CUSTOMER SERVICE VETLINK SWITCHBO ARD (ANSWERING MULTIPLE PHONE LINES) MEDICAL TERMINOLOGY INSURANCE CAPTURE References: APPENDIX G45. MEDICAL SUPPORT ASSISTANT The full performance level of this vacancy is 6. Physical Requirements: The work is sedentary (up to 6 hours), requires walking (up to 4 hours), bending (occasional), standing (up to 1 hour) and/or pushing cart with office supplies, lifting up to 5 pounds at a time such as a case of copier paper, use of fingers, both hands required, talking on the telephone using telephone headset. The work does not require any special physical effort or ability.

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.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. NOTE: If your school was accredited by U.S. Department of Education the at the time of graduation but is no longer listed on the U.S. Department of Education's website, you must provide documentation of accreditation with your application packet.

Contacts

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