The Advanced Medical Support Assistant (AMSA) position serves as a Consult Coordinator for Community Care. The AMSA works collaboratively with other members of expanded health care teams (i.e., Patient Aligned Care Team (PACT), specialty care) including Community Care providers, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care.

Duties

The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) 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. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent must screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. The AMSA independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The AMSA participates in the daily team huddles and weekly team meetings where patient care planning and management occur. The AMSA notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. The incumbent must conduct daily reviews of active/pending consults, Return to Clinic Orders, Recall lists and Audio-care communications for accuracy and disposition. The RTC and Encounter Action Required Report will be run daily with the AMSA resolving and clearing administrative actions as appropriate and coordinating with providers to provide guidance and to clear clinical actions. The AMSA coordinates administrative services for Veterans, family members, caregivers, the general public, administrative and clinical staff to ensure continuity of care. When records are received, the incumbent will ensure that all necessary documents are integrated into Computerized Patient Record System (CPRS) by sending them to scanning. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. The AMSA helps to direct work of other section employees in the absence of the supervisor or Lead MSA. Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. The incumbent requires flexibility due to frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. The AMSA conducts 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. The incumbent also generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor the BAS Supervisor. Also generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting. Conducts patient and employee surveys, interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments and ensures all appointments will be made with the patient input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic by grouping appointments whenever possible. Work Schedule: Monday to Friday, 8:00 am - 4:30 pm. Telework: Available Virtual: This is not a virtual position. Functional Statement #: 640 03320F. 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. Certification. None required. 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 Determination In addition to the basic requirements for employment listed above, the following [education and experience] criteria must be met when determining the grade of candidates: GS-6 Experience One year of experience equivalent to the [GS-5] grade level. In addition to the one year of specialized experience at the next lowest grade (GS-05) level, candidates must demonstrate the below KSAs: 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. Assignment The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts. 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. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679, Veterans Health Administration, August 1, 2019. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: Light lifting, under 15 pounds. Light carrying, under 15 pounds. Ability for rapid mental and muscular coordination simultaneously. Hearing (aid may be permitted). Mental strain / vigilance. Working closely with others. Working alone. Protracted or irregular hours of work. Possible contact with blood or infectious materials.

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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]