The New York Harbor VA Healthcare system is currently recruiting for one Advanced Medical Support Assistant for the Emergency Department at the Brooklyn Campus location. The incumbent's work impacts the administrative aspect of patient care, including scheduling Walk In Clinic/Urgent Care appointments, updating demographics and insurance information, patient process and customer service.

Duties

Major duties and responsibilities of the position: Responsible for reception functions, administrative processing duties, preparatory functions, clerical and scheduling duties in the Emergency Department (ED). Greets all patients, family members, and visitors to the ED. Reviews patient ID card and VISTA information to determine if patient is eligible for service at the facility. Checks in and closes out open encounters. Schedules the Brooklyn ED Return to Clinic (RTC) appointments. Communicates with patients, interdisciplinary team, and outside providers. Process secure messages. Daily review of active/pending patients on the access list. Review schedules and ensures clinic slots are managed appropriately to maximize capacity making schedule changes, as necessary. Administrative follow-up and problem solving for administrative issues. Assist with clinic access contingency plans by adjusting appointment times, location, as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Conducts patient interview/employee interviews, observes workflow, guides patients through hospital system. Generate patient workload reports that have to do with schedules/scheduling for validation and monitors activity to assure consistent and accurate reporting. Follows triage procedures with regards to established protocol for medical screening of patients. Ensures that all patients are accurately processed, wrist bands printed, demographics and insurance information is verified. Incumber monitors and track patient flow using the EDIS Tracking Software. Makes PC/Access appointments for those patients referred from the nurse triage. Alerts Administrative Officer or ER attending in chare when delays in receiving treatment are apparent in PC/Access clinic. Acts as liaison between PC/Access Clinic and ED. Reviews patient record for accuracy of address, telephone number and insurance information making necessary changes as needed. In cases where the patient's insurance has been changed or identified as new to the system, the incumbent will scan the insurance card into with the ICB system. Acts a liaison between ED physicians and other points of contact throughout the facility, making and receiving patient care calls on their behalf, forwarding calls to the physician when necessary. Receives telephone calls to the ED front desk, interviews callers and routes calls or takes other appropriate action. Alerts MCCF staff as to patient admissions from the ED and to patients in need of demographic updating. Identifies patients in need of means testing and refers them to MCCF staff for update. Acts as the liaison between MCCF and the ED for all matters related to the admission and eligibility/means testing process. Follows through with all referrals to ensure completion of process, alerting the supervisor as to any constant problems. All other duties as assigned. Work Schedule: 7:30am-4:00pm Monday-Friday Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: FS: 00453-A Relocation/Recruitment Incentives: Authorized for highly qualified candidates. Permanent Change of Station (PCS): Not authorized. Financial Disclosure Report: Not required

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. 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 must be thoroughly documented in your resume to receive credit for experience. Transcripts must be submitted in order to receive credit for 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 Determinations: Creditable Experience. 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. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates. Medical Support Assistant (Advanced), GS-6: Experience: One year of experience equivalent to the GS-5 grade level, performing duties including but not limited to: independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers. AND; Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: A. 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. B. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. C. 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. D. 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. E. 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. F. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019.

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 VA NY Harbor Healthcare System 423 East 23rd Street New York, NY 10010 US
• Name: Kimberly Ohalloran
• Phone: 585-393-8324
• Email: [email protected]