The Advanced Level Medical Support Assistant (MSA) position serves as a Consult Coordinator for the local office of Community Care. This position provides medical support responsibilities associated with the Community Care program and is responsible for coordinating medical care for patients receiving treatment outside of the Indianapolis VA Medical Center.

Duties

Duties and Responsibilities include, but are not limited to, the following: As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning documents to the appropriate Community Care consult for closure. The Advanced MSA will also perform the scanning duties and may be asked to train other MSA levels on the process.Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows: a. Authorize and schedule appointments, verifies eligibility, monitor pertinent folders in CTM in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults for accuracy and disposition. The Advanced MSA is able to independently manage 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. Develops and maintains a process for consults for the Medical Center. Educates staff and referral sources in the use of the consult process. Coordinates and monitors the consult process intervening when necessary to ensure positive outcome. In collaboration with the Supervisor, Community Care develops policies and procedures for the administration of the program and conducts periodic program evaluation and review. Makes recommendations to the management for modification, expansion, or other aspects of the program's development. Possesses a working knowledge of VA and community resources and skill in using them for the benefit of veterans, family members and/or significant others as well as the referral sources. Work Schedule: Monday through Friday; 8:00 a.m. to 4:30 p.m. Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/28/2023. 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. BASIC EDUCATION/EXPERIENCE: Applicants must have one of the following: (1) 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 ENGLISH LANGUAGE PROFICIENCY: Applicants must be able to proficiently speak, read, write, and understand the English Language. Grade Determinations: GS-6 Qualifications: Applicants must have one year of specialized experience at the next lower grade level (GS-5). Examples of specialized experience includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). References: VA Handbook 5005/53 Part II Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements: The position is mostly sedentary in nature and is in an office setting.

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 Richard L Roudebush VA Medical Center 1481 West Tenth Street Indianapolis, IN 46202 US
• Name: Stella Williams
• Phone: 317-263-4821
• Email: [email protected]