The incumbent serves as an Advanced Medical Support Assistant (MSA) for the Office of Community Care within the South Texas Veterans Health Care System (STVHCS). STVHCS is a quaternary care facility and Level II Research Facility, with multiple community outpatient clinics. The work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using approved clinic access principles, patient processing, and customer service.

Duties

The Advanced Medical Support Assistant performs a wide and diverse array of duties that include determining veteran eligibility for care, receiving, and processing complex health and administrative information, and coordinating Community Care services for Veterans throughout the STVHCS service area. The Advanced MSA works collaboratively in an interdisciplinary care delivery setting. The AMSA can independently perform position responsibilities with little supervision, as well as set priorities and deadlines adjusting the flow and sequence of work to meet team and/or patient needs. The AMSA participates in regular team huddles or meetings. Coordinates each request for Community Care to ensure all required and necessary administrative actions are completed. Coordinates each request for Community Care to ensure all required and necessary administrative actions are completed. Screens each fee-for-service request to the Community Care programs to determine patient's eligibility status, technical completeness, accuracy, and urgency of request. Serves as primary administrative contact and process expert related to the STVHCS Community Care programs. Serves as a trusted resource for patients who are receiving Community Care. Provides accurate information related to specific Community providers (Location, office contact, etc.), the Community Care process, as well as basic payment and authorization information, etc. Establishes constructive and effective working relationships with the office staff of Community Care providers to effectively schedule appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests. Establishes effective relationships with VA providers and their staff to ensure efficient communication and problem resolution related to Community Care requests and issues. Provides information/education related to the Community Care programs to new providers to assist in submission of requests. Contacts health care providers in the community to identify additional providers for program referrals. Provides detailed information regarding the Community Care programs and determines specialty care or services performed by the provider and identifies CPT codes to provide expected reimbursement for requested services. Collaborates with the Community care provider, their office staff, and Finance Service to ensure appropriate documentation is received and submitted to enhance the approval process. Work Schedule: Monday- Friday 07:30-1600 Telework: Teleworks 3 +days/PP 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. 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 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. Physical Requirements. See VA Directive and Handbook 5019. 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). Grade Determinations: In addition to the basic requirements, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6 Experience or Education. One year of experience equivalent to the [GS-5] grade level. Example of GS-5 experience 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, etc. 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. The full performance level of this vacancy is GS-6. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 Physical Requirements: light lifting; under 15 lbs, light carrying, under 15 lbs, reaching above shoulders, use of fingers, both hands required, walking; 1 hour, standing; 1 hour, repeated bending; 1 hour, near vision correctable at 13' to 16' to Jaeger 1 to 4, far vision correctable in one eye to 20/20 and to 20/40 in the other, specific visual requirements; use of computer screen, both eyes required, ability to distinguish basic colors, hearing (aid may be permitted), ability to communicate with patient and staff, prolonged periods of sitting.

Education

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

NOTE: 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 Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]