The VA Northeast Ohio Healthcare System is recruiting for a Medical Support Assistant (Advanced) assigned to Social Work Service. The incumbent provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. This position is located at the Cleveland CRRC.

Duties

The Medical Support Assistant (Advanced) duties may include but are not limited to: Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary) to ensure that the clinic setup is closely monitored to effectively support the needs of the clinic. Utilizes GUI interface for scheduling. Maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies. Participates in team huddles and team meetings to manage and plan patient care. Adjusts the flow and sequencing of the work to meet team and patient needs. Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work). Manages electronic wait list to verify and validate accuracy and resolve issues. Participates and provides input in problem solving on operational issues or procedures in team meetings. Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care. Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and brings to the attention of the provider. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. Reports backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. 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. Work Schedule: Monday through Friday, 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 81906-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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 or other 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. Grade Determinations: GS-06: Candidates at this grade must have one year of experience equivalent to the GS-5 grade level. Examples of specialized experience include but are not limited to: performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advises clinical staff on current administrative processes; answers phones, greets patients, relays messages to appropriate staff inside or outside of the unit; schedules cancels, re-schedules patient appointments and/or consults; enters no-show information; monitors appointment requests from multiple electronic sources; participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitors both inpatient and outpatient appointments in areas of responsibility; verifies and updates 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.). In addition to the basic qualifications, applicants must also demonstrate the following Knowledge, Skills, and Abilities: 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 clinic The position requires excellent relational and communication skills; advanced knowledge of and experience with computers; oral and written communication skills and the ability to work with others; particularly homeless Veteran populations. References: VA Handbook 5005/117 Part II Appendix G45 The full performance level of this vacancy is a GS-06. Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated. The physical requirements of this position are concerned with the mental/emotional and physical ability of the incumbent to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by VA Directive 5019.

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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Keshon Moore
• Phone: 216-791-2300 X42153
• Email: [email protected]