Incumbent serves as an Advanced Medical Support Assistant (AMSA) who is assigned to perform general AMSA duties as a member of a Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.

Duties

Duties include but are not limited to: The RCT AMSA coordinates and works collaboratively with the referral coordination team, facility community care program, the Patient Aligned Care Teams (PACT) and Specialty Care clinicians, and other staff within VA and outside VA. The RCT AMSA is responsible in ensuring accessible care to meet patient needs. The RCT AMSA is responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, re-schedule patient's appointments and/or consults. The RCT AMSA is responsible for: entering no-show information; monitoring the Unable to Schedule entries, preparing for clinic visits; monitoring outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. Schedules appointments and manages worklists as outlined in VHA policy. Schedules a consult appointment for the patient. Accurately maintains the consult tracking package. Maintaining consults includes changing the consult status each time the consult is processed, such as: received and scheduled. When the clinic does not have availability, the incumbent contacts the clinical members of the RTC for treatment options (e.g. virtual care, community care, interfacility care). When unable to schedule the consult due to capacity and where the Veteran indicates s/he prefers VA care, the incumbent tags the consult appropriately using the "Unable to Schedule" tab in the Consult Toolbox (CTB). Determine Community Care eligibility by running the Decision Support Tool (DST) or through alternative means. Makes appointments more convenient for the Veteran by combining appointments when possible and giving the patient any upcoming appointments prior to leaving the clinic area. Ensures maximum utilization of clinic appointments by filling open appointment slots as cancellations occur. Responsible to check patients in timely when seen in-person, Update patient demographics, to include address, telephone number, next-of-kin, update employment, and collect insurance information. A medication reconciliation sheet will be printed out for each patient. Collects data required for Means Tests and enters accurately in Vista in the appropriate system to assure maximum third-party reimbursement and appropriate priority status. If veteran is not eligible for care due to priority status, is responsible to explain eligibility to the veteran. The AMSA must use various software, hardware system products, and data portals used to transfer, and capture information electronically used in the support of the daily operation of the clinic. This includes and is not limited to VistA, HSRM, CPRS (including CTB), VSE, Insurance Capture Buffer (ICB), VSSC Reports, Scheduling Manager, My Health E Vet/Secure Messaging, and Microsoft applications to accurately enter or extract information. He/she must have knowledge of commonly used medical terminology, abbreviations, and VA acronyms and their meaning. Direct patients to appropriate areas and services. Responsible for initiating and carrying out a variety of clinical support duties for patient care. Participates in the team huddles and team meetings (for their assigned team) where patient care planning and management occur. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. Work Schedule: Monday thru Friday 8:00 am to 4:30 pm 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 This is a Bargaining Unit Position

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. 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 for employment listed above, the following education and experience criteria must be met when determining the grade of candidates. Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. 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: 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. 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, 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. 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 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Knowledge of computer systems and administrative office flow processes. Ability to multitask using multiple systems to get the job done. Ability to communicate and provide customer service to a wide variety of population Experience with scheduling in an appointment system or calendar. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019 The full performance level of this vacancy is GS-06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]