The Advanced MSA within the West Texas VA HCS (WTVAHCS) is administratively within the Behavioral Health Service (BHS) Line. The Behavioral Health Service provides a wide array of professional and administrative services to aid BHS programs, teams, and/or providers by scheduling same day appointments, processing Return to Clinic orders and assisting with needs specific to telemental health visits, and sending patient letters.

Duties

Duties include, but are not limited to: Provides broad outpatient behavioral health service program support to assigned programs, teams, and providers in a customer service check-out window setting. Utilizes computerized scheduling software to make, cancel, or amend patient appointments, following national and service-specific scheduling guidelines. Processes Return to Clinic Orders, Clinic Cancellations, and other provider-initiated scheduling activities. Ensures appropriate blocking of provider clinics to minimize scheduling errors (e.g., double booking patients). Ensures grid fidelity (e.g., only scheduling patients in available clinical slots unless otherwise authorized). Attends and participates in weekly huddles and other service meetings. Verifies and updates demographics and insurance information, as necessary Processes all emergency and non-emergency transfers to other VA facilities or private hospitals. Performs basic eligibility, co-pays and preauthorization requirements for specific coverage (e.g., TRICARE, sharing agreements). Completes daily review of, and completes follow-up actions for, active/pending consults, EWL, ecall list, Return to Clinic Orders, NEAR list and various communication technologies for accuracy and disposition. Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframe. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinic to ensure continuity of patient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to be scanned. Remains available, accessible, and responsive to designated providers, ensuring timely completion of scheduling and other administrative requests Initiates and maintains liaisons with associated programs or providers in order to effectively coordinate services for assigned patients or other Veteran engaged in behavioral health care. Adheres to Behavioral Health Service, WTVAHCS, Veterans Health Administration, and other medical or legal standards and policies. Receives calls placed and makes, cancels, or amends appointment requests according to national standards; monitors call times, hold times, and abandonment rates. Provides assigned consult / referral / specialty program support. Utilizes the My HealtheVet application to receive requests or inquiries from patients; replies to simple questions, makes appointments, or forwards to appropriate provider for clinical triage or action. Adds or deletes clinic provider profiles for use or discontinuation in the My HealtheVet application. Utilizes the Veteran Appointment Request mobile application to receive, schedule, or reply to patients requesting appointments. Places telephone calls to patients utilizing the Veteran Appointment Request mobile application when requests cannot be made utilizing the application. Greets patients, verifies scheduled appointments, and reminds patients of other appointments or needed lab work. Directs patients to waiting areas. Receives new or established walk-in patients, patients in crisis, staff, visitors, and makes notifications or directs accordingly. Utilizes Insurance Capture Buffer equipment and software to receive payment information from patients. Receives patients arriving for remote appointments utilizing Clinical Video Telehealth; sets up session, monitors use, and schedules return visits. Routinely works with direct supervisor to carry out other duties specific to the Advanced level of the MSA position, including: (a) analyzing data (e.g., RTC completion), (b) monitoring and reporting clinic and staff needs, and (c) supporting and training lower level staff. Work Schedule: Fulltime, Monday thru Friday 8:00 a.m. to 4:30 p.m. CST Location Clarification: 1 Position in San Angelo, 1 Position in Big Spring. Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required 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. 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. Certification: None required. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements: See VA Directive and Handbook 5019. 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. 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 Determinations: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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. Preferred Experience: 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.] 1-2 years' experience working in Behavioral Health Service/Mental Health Service. Experience in using VA scheduling software and systems, to include Vista Scheduling Enhancements, VA Online Scheduling, and Virtual Care Manager 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 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. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019. The full performance level of this vacancy is GS-06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]