The Primary purpose of this Position is: This position serves as an Advanced Medical Support Assistant (AMSA) for the Community Nursing Home (CNH), Community Care Network (CCN), Community Adult Day Health Care (CADHC). The AMSA works collaboratively in an interdisciplinary coordinated care delivery model within the Community Nursing Home Program. The Organizational Location of the Position is: Social Work Service, VA North Texas Health Care System (VANTHCS), in Dallas, TX.

Duties

Coordinates patient procedures by verifying clinic appointments and travel arrangements. Assist with clinic access contingency plans by adjusting appointment times, location, or dates due to conflict with staffing and/or coverage. Works collaboratively with the Office of Community Care for scheduling of procedures performed in the community. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification. Update patient demographic information to decrease the incidence of returned mail. Incumbent coordinates veteran appointments in accordance with service procedures and policies and confirms the patients are educated on standard preparation procedures required prior to appointment (dietary instructions, lab tests, etc.). Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning and entering appropriate notification notes. Provide input on problem solving with operational issues in team meetings, performing administrative follow up actions on orders and consults, and providing back-up support for other administrative program staff. The incumbent will meet the needs of customers while supporting VA missions. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Responds to all inquiries in person, by e-mail, and telephone in a timely and courteous manner and as quickly as the situation dictates. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statutes and policy, and VHA policy. Incumbent should be knowledgeable in evaluating medical records and medical appointment schedules. Incumbent should be knowledgeable in using word processing software to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers, inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving emails. Work Schedule: Monday - Friday, 8:00am to 4:30pm; AWS (Alternative Work Schedule may be available). Telework: May be authorized 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: Citizenship. Citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 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 this 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. Grade Determinations: In addition to the basic requirements for employment listed above, the following 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 with 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. 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. Preferred Experience: Experience with CPRS, VISTA, reviewing medical records, consults. Experience managing internal and external issues. Experience working collaboratively with the office of Community Care. Experience Coordinating appointments. Experience with customer service, and compliance protecting sensitive data and patient medical records. Ability to assess and interpret data. References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679; August 1, 2019. The full performance level of this vacancy is GS-6. Requirements: Light lifting and carrying, under 15 pounds; Reaching above shoulder, Use of fingers; Both hands required; Walking and Standing (2 hours); Repeated bending (2 hours); Both legs required; Both eyes required; Depth perception; Ability to distinguish basic colors; Hearing (aid permitted); Hearing without aid.

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 Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]