The Advanced Medical Support Assistant (AMSA) in the Health Administration Service for the John D. Dingell VA Medical Center provides specialized administrative support while working in partnership in an interdisciplinary coordinated care delivery model. Selectees from this announcement could be considered for any outpatient or inpatient clinics throughout the facility as well as the Community-Based Outpatient Clinics located in, Detroit, Pontiac & Yale, Michigan.

Duties

The AMSA performs support work relating to the care and treatment given to patients in Patient Aligned Care Team (PACT), Outpatient specialty clinics, Inpatient units & ancillary support services. The duties of the Advanced Medical Support Assistant include: Serves as an initial point of contact answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the units and or clinics. Schedule patient appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, which may include canceling, re-scheduling patient appointments and/or consults. Tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. 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. 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.). Ensure correct and updated insurance information is captured Identifies incomplete encounters and communicates findings to providers as needed. Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure. 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. Participate in huddles and team meetings with other MSAs and/or clinic staff to determine the daily needs of the clinic to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team, setting priorities and deadlines. 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. Set priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: Various shifts available; these schedules may include off-tours, weekends and holidays. Individual schedules will be discussed during the interview process and are subject to change based on the needs of the Agency. Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 91110-O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 (TRANSCRIPT REQUIRED); or(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPT REQUIRED). English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.Preferred Experience: Please see the job duties listed. Grade Determinations: 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: 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. 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). 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: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns. See VA Directive and Handbook 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 John D Dingell Department of Veterans Affairs Medical Center 4646 John R Street Detroit, MI 48201 US
• Name: Latasha Loyd
• Phone: (313) 409 3775
• Email: [email protected]