The Advanced Medical Support Assistant (MSA) serves at the VAMC Augusta, GA. This position serves as a Consult Coordinator for Community Care.

Duties

The Advanced Medical Support Assistant (AMSA) serves as Consult Coordinator for Community Care. The MSA works collaboratively with other members of expanded health care teams i.e., Patient Aligned Care Team (PACT), speciality care, including Community Care providers, pharmacists, social workers, dieticians, and behavioral staff. Assignments at this level include, but are not limited to: Demonstrates substantial skill in planning, organizing, problem solving, and decision-making Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model Provides administrative support to our clinical colleagues in the care of our Nation's Veterans Utilizes a variety of patient data systems and is responsible for performing scheduling functions including; appointment scheduling/rescheduling, and cancellations, providing both face to face and telephonic customer service, manual and electronic data entry, and management of the TPA portal and Health Share Referral Manager (HSRM) Receives phone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and established VACC processes Organizes paperwork required for the community appointment, schedules appointments, prepares medical documentation packet, creates authorization, uploads to HSRM, tracks care and requests outside records to attach to consult resulting in consult completion Tracks notifications in multiple electronic portals to ensure continuity of care and authorization Interprets and communicates requirements of VHA Scheduling Directives and policies Schedules appointments with the patient's input, either in person, over the phone, or through written communication. Demonstrates a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic. Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Coordinates efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly Demonstrates 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 Coordinates with the patient VACC team to review clinic appointment availability (utilization), to ensure that clinic schedules are closely monitored to effectively support the eligibility rules of VACC Coordinates with care team as appropriate Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with community care by sharing information and collaborating with the interdisciplinary team Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs Generates reports, communicates findings to team members and adjusts workflow as needed Work Schedule: Monday-Friday, 7:30 am to 4:00 pm Virtual: This is not a virtual position. Functional Statement #: F00754 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required Position: This position is a Bargaining Unit position.

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. 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). Experience or 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 (transcript is required with application); OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application); Certification: None required. 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 3j. Grade Determinations. In addition to the basic requirements for employment, the following criteria must be met: Medical Support Assistant (Advanced), GS-6 (a) Experience. One year of experience equivalent to the GS-5 grade level entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; scheduling medical appointments in a clinical setting; performing patient support work; providing customer service and identifying patient concerns to ensure satisfactory resolution, and have an advanced level of medical terminology; (b) 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.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 1. 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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standard- http://www.va.gov/ohrm/joblistings/VAQualStds.docThe 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 work requires frequent standing bending, reaching and walking. The work requires light lifting and carrying under 15 lbs. Must have full manual dexterity and keyboarding skills. This may be considered demanding physical activity.VA facilities must make reasonable accommodation for the physical or mental limitations of an applicant or employee who is a qualified person with a disability unless the accommodation would impose an undue hardship on the department or agency.

Contacts

• Address Charlie Norwood VA Medical Center One Freedom Way Augusta, GA 30901 US
• Name: Johanna Kok Ruddick
• Phone: 706 7330188 X20125
• Email: [email protected]