This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Acute Outpatient Nursing Division, Administrative Support Program. The incumbent is assigned as an Advanced Medical Support Assistant (MSA) for the GI Clinic. The team provides services and communication addressing healthcare needs of the Veteran population. As a member of the GI Clinic, the incumbent is expected to make valuable contributions to the patient care process.

Duties

The Advanced MSA is responsible for monitoring provider orders, verifying patient appointments, making patient appointments, and checking in patients for appointments. The Advanced MSA is to consult with ZIHP staff when noticing discrepancies in patient appoints, services requests, and when necessary to resolve conflict with internal and external customers. Assignments at this level include, but are not limited to: Working collaboratively in an interdisciplinary coordinated care delivery model focused on developing and maintaining effective and efficient communication with customers. Participating in team huddles/meetings to manage and plan patient care. Interacting with both internal and external customers. Processing secure messages. Serves as area's communication liaison through the use of technology (multi-line telephone, computer, radio, and paging system). Establishing patient records, and/or routing patient records accurately and appropriately. Coordinating and scheduling patient care and services; demonstrating complete established administrative action for each order. Scheduling appointments in accordance with VHA national scheduling guidelines. Monitoring pre-appointment requirements to assure readiness for patient visit service/procedure; verifying and updating patient demographics. Entering appropriate information into patient record. Where appropriate ensure patient has prep material for test(s) and monitor pre-appointment requirements to ensure readiness. Provide follow-up calls to patients to remind them of appointments and to reschedule when clinic is cancelled. Entering work orders for assigned area; maintaining adequate and appropriate levels of office supplies. Play an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, and data validation issues. Assists with clinic access contingency plans by adjusting appointment times, location, dates as well as shifting patient services between care providers. Incumbent is expected to participate and provide input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care. Scheduling appointments in accordance with VHA national scheduling guidelines, calling for Code4 or rapid responses, following established procedures regarding both; providing front line hardware and software support to the medical staff in their assigned areas, only referring more complex matters to the IRM helpdesk or CPRS helpline. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Required to schedule appointments with patient's input. Reviews schedules and ensures clinic slots are managed appropriately to maximize capacity making schedule changes, as necessary. The Advanced MSA refers all questions requiring immediate medical attention to appropriate health care team member. Complete assigned timekeeping duties. Responsible for collecting and adding data to reports and spreadsheets. Work Schedule: Days with variable start times Compressed/Flexible:Not Available Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: 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 Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) 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]