The employee is at the full performance level for a Advanced Medical Support Assistant , performing a full range of duties in the Syracuse VA Medical Center and has met the basic requirements for this position as outline in VA Handbook 5005/117, Part II, Appendix G, page II-G45-6 & II-G45-7. The Medical Support Assistant performs a wide variety of administrative and clerical duties as a member of the health care team and may be assigned to an area and rotated to different areas as needed

Duties

MSA contacts patients, VA Medical Center staff, and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may 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 family members, both in person and on the phone. Receives and relays incoming and outgoing telephone messages. Checks patients in and out from appointments. Schedules return to clinic orders Set up clinic paperwork Process faxes, scanning, and printing of documents Directs patients to other areas of the hospital Changes and reschedules clinics Greets patients when presenting Cancel's and reschedules appointments For consults in a "Scheduled" status, MSAs will: 1. Review Vista Image Display to determine if records have previously been received 2. Confirm care has been received 3. Request corresponding documentation for scheduled care 4. Complete outstanding consults Variations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact, poise, empathy, diplomacy and compassion dealing with Veterans, families, caregivers, fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria, standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly, VACC MSAs will remain flexible through any future iterations or changes in process For consults in an "Active" status, MSAs will: 1. Utilize consult toolbox as directed 2. Obtain provider and scheduling preferences 3. Coordinate care with network providers 4. Employ the use of several databases/systems (including but not limited to those listed below) a. Health Share Referral Manager (HSRM) b. Computerized Patient Record System (CPRS) c. VistA Scheduling Enhancements (VSE) d. Consult Tracking manager (CTM) e. Community Care Referral Documents (REFDOCS) f. Veteran Portal (TPA Portal) g. Provider Profile Management System (PPMS) Develop and maintain a rapport with both internal and stakeholders involved in the coordination process *Other Duties as Assigned Work Schedule: 8am - 4:30 pm Functional Statement #: 21N19-A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required No Telework / Not a Remote Position

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). Grade Determinations: GS-6 Preferred Experience: Medical Scheduling References: VA Handbook 5005, Part II, Appendix G45 The full performance level of this vacancy is 6.

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 Syracuse VA Medical Center 800 Irving Ave Syracuse, NY 13210 US
• Name: Lisa Wood
• Phone: 607-346-2497
• Email: [email protected]