The Central Alabama Veterans Health Care System (CAVHCS) is a consolidated health care system that includes VA Medical Centers in Montgomery and Tuskegee Alabama as well as Community Based Outpatient Clinics (CBOC) in Dothan Alabama, Ft. Rucker Alabama, Monroeville, Alabama, Columbus Georgia and Montgomery VA Clinic

Duties

The Advanced Medical Support Assistant is responsible for carrying out a variety of administrative and technical duties in support of the VA Community Care Program. She/He works collaboratively in an interdisciplinary coordinated care delivery model in Specialty Care and demonstrates knowledge and expertise in the VA Community Care process to include: Manages responsibilities independently with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs Participates in the team huddles and team meetings where patient care planning and management occur Daily reviews of active/pending consults, pending clerk orders and scheduling tracking notes for accuracy and disposition. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Coordinates appointments with the patient's input using the desired date, 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. Resolves difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity Serves as technical advisor and liaison with contacts at all levels for Community Care Service Performs varied and complex duties of an Advanced Medical Support Assistant in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours Ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list Requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations Providing exceptional Customer Service. Monitor the Automatic Call Distributor (ACD to answer calls.. Review and schedule consults in the Community per Community Care guidelines. Contact Community Vendors to confirm attendance of appointments and request records to be sent back to the VA for review. Other duties as assigned Work Schedule: Mon - Fri, 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: 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. 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: Six (6) months experience in 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, Education: One (1) year above high school; OR Combination of experience and education. 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. To qualify for the GS-6:Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Grade Determinations: Must possess one (1) full year (52 weeks) of experience equivalent to the next lower grade level (GS-05). 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. Preferred Experience: Medical Terminology . 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. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standard- http://www.va.gov/ohrm/joblistings/VAQualStds.doc 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 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.

Education

IMPORTANT: Education cannot be substituted for the one year of specialized experience at this grade level.

Contacts

• Address Central Alabama VA Medical Center-Montgomery 215 Perry Hill Road Montgomery, AL 36109 US
• Name: Tina Winkfield
• Email: [email protected]