This is an open continuous announcement for interested applicants and may be extended or closed as needed, this announcement will be used to fill Advanced Medical Support Assistant positions throughout the Samuel S Stratton VA Medical Center - Albany, including all campuses and CBOCs. Qualified applicants will be referred as positions become available starting 10/20/2023 on an as needed basis after that.

Duties

Scheduling: Schedules all Community Care (CC) consults as per VA Regulations and Directives, Office of Community Care (OCC) Field Guidebook (FGB) and local guidance. Assumes responsibility as the CC scheduling point of contact for patients (or their representatives) and providers to clarify questions regarding scheduling and eligibility. Applies scheduling priority guidelines, adheres to CC consult management timeliness metrics. Ensures designation of patient desired in-network community provider and appointment date as appropriate, documents cancellations and no-show of community appointments, refers to RN or MSA as appropriate for rescheduling. Effectively uses Consult Tracking Manager (CTM) to develop and manage tracking needed to ensure timely scheduling, follow-up care and requests for additional service. Completes documentation as per FGB and local policy in the electronic medical record. The incumbent advises the program manager and other VA employees of scheduling difficulties; s/he works with with multiple VAMCs, Referral Coordination Teams, and their clinic counterparts to share information and provide education on current Community Care policies in order to optimize the timeliness of care for VA patients. Coordination of Care: Coordinates outside referral sources in accordance with Third Party Administrator requirements. Detailed knowledge of multiple medical specialties is required to coordinate and schedule care with community providers. Effectively uses Provider Profile Management System (PPMS) when scheduling care in the community. Accommodates patient scheduling requests as appropriate which requires establishing relationships with many community entities. Develops, maintains and routinely updates points of contact list related to individual specialties to include phone and fax numbers for community providers. Ensures community provider receives necessary medical Referral Documents (REFDOC) as required for scheduling care. Enters CC authorization into Health Share Referral Manager (HSRM) database as per FGB and local guidelines; provides written authorization to community provider and patient. Obtains medical records to assist with scheduling or coordination of clinical care. Uploads and/or scans medical records and reports into electronic medical record as necessary, alerts providers and care management team. Develops and maintains effective and efficient communication among the patient, team, expanded team, and the larger VA and community healthcare delivery systems. Has significant responsibilities within this context including coordination and communication during the inpatient and outpatient delivery of care. Maintains communication with the patient, CC team and all providers as necessary. Considerable independent judgment and critical thinking skills are required. Maintains in-depth knowledge and is able to answer questions regarding administrative eligibility criteria for care in the community as per federal law. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue. Prepares written correspondence as a means to contact Veterans to obtain information to coordinate care. Fully participates in daily team huddles and weekly meetings where patient care planning and management occur, documents scheduling challenges and alerts team and supervisor. Informs RN of clinical issues. Administrative Support: Collects and reports data to Lead MSA, Administrative Officer and/or Manager relative to scheduling delays and community provider availability. Performs data abstraction for special projects. Assumes responsibility for assisting department staff with backlog as needed. Assists with clerical duties as assigned such as faxing, copying, mail, typing, etc. Assumes responsibility for completing mandatory education requirements. Utilizes information management technologies in an appropriate manner. May be required to enter electronic work orders and electronic computer access requests. Works within scope of responsibility. Promotes action to improve performance within scope of responsibilities. Enhances customer service by responding to customers timely, demonstrating polite, cooperative and respectful behavior. Works with others to accomplish a task or goal and recognizes the interdependence of employees by demonstrating flexibility in work practices, actively supporting group decisions, addressing problems/issues and customer service complaints with supervisor. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue. Performs other duties as assigned. Work Schedule: Monday-Friday, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21252-A 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. 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. 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 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 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 REQUIREMENTS. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Grade Determinations: In addition to the basic requirements for employment listed in paragraph 3 above, the] following [education and experience] criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6Experience. One year of experience comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level, GS-5. 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 of GS-5, 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. In addition to the basic requirement and the grade requirement, candidates must demonstrate/meet 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. References: VA Handbook 5005/117, Part II Appendix G45The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is at the GS-6 grade level . Physical Requirements: See VA Directive and Handbook 5019. RESUMES MUST CLEARLY OUTLINE WORK EXPERIENCE DATES, HOURS WORKED, CURRENT POSITION, PAY PLAN, SERIES AND GRADE, IF APPLICABLE.

Education

There is no education substitution at this grade level.

Contacts

• Address
• Name: Brandy Smith
• Email: [email protected]