The incumbent serves as an Advanced Medical Support Assistant in the Eastside Community Based Outpatient Clinic (CBOC) as part of the El Paso, Texas VA. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

Duties

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT/SHIP) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Screens/receives 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. Maintains ability 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. Participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, EWL. Ensures the Missed Opportunity report is utilized daily to contact patients. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Distributes the post hospital discharges to nursing staff and communicates with PACT/BHIP team on VHA 2 day post discharge. 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 scanning. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Distributes and balance the workload among employees in accordance with established work flow or job specialization , assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Directs work of Clinical Support Section employees in the absence of the supervisor. Incumbent must have the knowledge to assume the role of a Program Support Assistant or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants are detailed to fill-in other areas. Completes personnel reports, rosters, and maintenance of supplies and forms. Requires frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. 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. Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Health Administration Service/Business Office generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Schedules appointments and utilize the EWL accurately in a timely manner. Intervenes to resolve 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. Completely understands and able to explain complex regulations and eligibility criteria concerning veterans' entitlements and VA benefits, priorities for care, access to care and advanced clinic access. Maintains the ability to perform the varied and complex duties of each of the Program Support Assistants (Care Facilitators) and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours. Work Schedule: Monday - Friday, 8:00am - 4:45pm Telework: Not Available 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

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/24/2023 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. 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. 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. 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. 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: 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. Medical Support Assistant (Advanced) GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Specialized experience includes, but is not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate & 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 & 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 & regulations. iii. Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers. This may include preparing reports in various formats & 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 &/or care in the community models & patient health care portals) as it relates to access to care. v. Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & 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. Preferred Experience: Customer Service Experience Ability to receive and send fax & scanned documentation Advanced knowledge of Medical Terminology/Experience Practical knowledge of computerized data entry/processing systems Advanced skills/experience running reports & maintaining tracking logs References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019. The full performance level of this vacancy is GS-6. 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

There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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

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 El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]