This position is organizationally located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Northeast Wisconsin Ambulatory Clinics Division, Primary Care Section. The duty station of this position can be located at the Milo C. Huempfner Outpatient Clinic in Green Bay, Wisconsin, or John H. Bradley Outpatient Clinic in Appleton, Wisconsin or Cleveland Clinic in Cleveland, Wisconsin.

Duties

The Advanced Medical Support Assistant provides specialized and expert administrative patient support working in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgement 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. This position is located at the the Northeast Wisconsin Ambulatory Clinics Division. Recommends changes to existing clinic procedures based on current administrative guidelines; 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 make adjustment as necessary; 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 the Return To Clinic (RTC) system for follow-up care such as consults, tests, etc; Processes incoming patient secure messaging through MyHealtheVet 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; Set 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; 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; Employee is responsible for maintaining a safe work environment and adhering to required safety procedures at all times. All accidents (Potential Hazards) regardless of severity are properly reported. Employee is required to attend all mandatory safety training annually; Complete annual refresher training according to the training anniversary date registered within the Talent Management System to ensure compliance of program goals and objectives; Performs other duties as assigned. Work Schedule: Monday- Friday 8:00am-4:30pm Telework: Not available Travel Required: 25% or less Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. BASIC REQUIREMENTS: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. 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 Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) 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. Experience. Must have one (1) 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 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.). AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: 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. 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. 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 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. 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.

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 Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Trisha Juanez
• Phone: 414-384-2000 X44342
• Email: [email protected]