The position is assigned to the Prosthetic Treatment Center (PTC), Hampton VA Medical Center, located under the VA Mid-Atlantic Health Care Network (VISN 6). The medical center has an active outpatient treatment program and includes, but not limited to: Audiology & Speech Pathology, Poly trauma, Assistive Technology, Visual Impairment Service Team, Spinal Cord Injury, Dialysis, Physical Medicine & Rehabilitation (PM&R), Medical and Surgical, Eye Clinic and Ophthalmology, and Podiatry.

Duties

Serves as the primary customer point of contact (receptionist in the section/clinic. Assists and directs patients and visitors, answers routine inquiries, makes appropriate referrals of questions concerning patients' conditions. Demonstrates a caring, compassionate and sensitive manner when explaining procedures to Veterans and their family members both in person and on the phone. As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. Position will independently accomplish clinic administration tasks, such as appointment scheduling, re-scheduling, cancellation, and input of application data information. Sets priorities, organizes work to meet deadlines, and ensures compliance is met. Collaborates and communicates with providers, section team members, Veteran and caregiver, and other staff to facilitate patient care, scheduling of referrals, and patient workflow within the clinic. Must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: - Monitors and responds to telephone inquiries and electronic messages. - Performs administrative tasks such as document scanning, filing, faxing, copying and submits requests for supplies and forms. - Schedules appointments with Veteran and/or caregiver input, either in person or by phone. This may require a high level of coordination to avoid Veteran from having to make multiple trips to the PTC section or outpatient community clinics. - Coordinates with the clinic team to review clinical utilization, monitors and makes adjustments to clinic schedules to ensure effective utilization is achieved. - Reviews open and pending consults on daily basis to facilitate scheduling, when needed. - Mails out appointment letter with instructions, when required. - Sends follow-up correspondence notifying Veteran of receipt of devices and need to schedule appointments for pickup, or other instructions as required. - Manages tracking system for follow up care - Monitors and tracks the electronic scheduling reports on a weekly basis. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information serving a major role in the revenue process. Must have the knowledge and ability to use section/clinic specific computer programs, retrieve clinical and workload data, and obtain specific information requested by Veteran and/or caregiver, supervisor, or other PTC staff as needed. Reviews and analyzes electronic prosthetic consults (prescriptions) generated through Computerized Patient Record System (CPRS) prosthetic devices from physicians, therapists, and other medical center personnel. Utilizes the Prosthetic GUI software package to maintain detailed and accurate accounting of all actions taken for Veterans and documents the medical equipment record (VAF 10-2319) showing items or services provided. Issues prosthetic stock devices to Veterans/caregivers and enters data onto consult to include appropriate Item Master File (IMF) number for device as well as update the Veteran's medical equipment record. Responds to questions from Veterans, visitors, facility staff and visitors concerning services. Conducts patient surveys for patient satisfaction. Comply with policies, procedures and regulations regarding human resource management, physical environment management, business/financial management and organizational management: - Adhere to established policies and procedures in compliance with all applicable federal and state laws and regulations as well as professional and ethical guidelines (e.g., FDA, ADA, OSHA, MSDS, Joint Commission, ABC, and Healthcare Common Procedure Coding System (HCPCS) coding) - Adhere to personnel policies and procedures (e.g., benefits, training, etc.). - Adhere to policies and procedures governing patient care, rights and privacy and HIPAA regulations. - Demonstrate infection control procedures and safe use and storage of chemicals. - Demonstrate knowledge of HCPC coding devices properly. - Demonstrate proper access to and review of pertinent patient history and financial records by using established record-keeping techniques to verify patient care and other pertinent information through Computerized Patient Record System (CPRS) and the National Prosthetics Patient Database (NPPD). - Complete all mandatory training on a yearly basis as required by VA, VHA or other regulatory statutes. Performs other related duties as assigned by the immediate supervisor or the Chief, Prosthetic Treatment Center (PTC). Work Schedule: Monday - Friday 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Medical Support Assistant (Advanced), GS-6 (a) Experience. One year of experience equivalent to the GS-5 grade level. (b) 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. (c) 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. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 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: See VA Directive and Handbook 5019.

Education

There is no education substitute for this position.

Contacts

• Address Hampton VA Medical Center 100 Emancipation Drive Hampton, VA 23667 US
• Name: Michael Schultz
• Phone: 804-274-9694
• Email: [email protected]