The Advanced Medical Support Assistant (AMSA or Advanced MSA) is organizationally aligned within Community Care at the Washington DC VA Medical Center (DC VAMC). The Community Care AMSA support the full range of Non-VA related functions at the DC VAMC. This is a complex position located at Landover, MD, that requires the AMSA to have a comprehensive and working knowledge of both Community Care and VA regulations in addition to policies, and procedures of varied administrative functions.

Duties

INCLUDE BUT ARE NOT LIMITED TO: Authorizations. Check eligibility of veterans for Community Care; Create authorizations for Community Care consults; Make sure appropriate Standardized Episode of Care (SEOC) is attached to consults and answer questions related to SEOCs and authorizations. Check databases to stay up-to-date on status of consults and work efficiently to process consults. Scheduling. Locate and identify providers within the Third-Party Administrator's (TPA) network or through Veterans Care Agreements (VCAs). Schedule appointments with non-VA providers in the TPAs network or the VCAs. This requires a high degree of telephone contact with veterans and non-VA providers and follow up communication by email and regular mail to make sure veteran's preferences are incorporated into the scheduling process Teamwork. Works well in an environment with other AMSAs, Lead AMSAs, Supervisory MSAs, RNs and physical therapists on integrated care teams along service lines. Shows flexibility in supporting team effort, a can-do attitude and a commitment to excellent service to veterans. Closing Consults. Contact community care provider to verify care has been rendered. Request outside records documenting community care. Scan and upload outside medical records to the veterans' CPRS charts and close consults with appropriate documentation. Communication. The Advanced MSA communicates with veterans who contact Community Care through the call center to answer questions, facilitate care coordination and help improve delivery of Community Care. 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 processes. The Advanced MSA will also communicate with clinical Community Care staff and non-VA providers on a regular basis to assist in the authorizing and scheduling of consults and facilitate the coordination of care. The Advanced MSA works collaboratively with staff at the Medical Center, contract Vendors, Medical Center affiliates and community health care providers to coordinate veteran Non-VA Care activities. Incumbent must assist with coordination of records between medical center and Non-VA providers and the scanning and uploading of outside records to the CPRS/VISTA imaging system to process results to VA provider and complete consults. Incumbent maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, contract providers and community providers. The Advanced MSA supports patient safety standards using the correct Veteran Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The AMSA explains the VA's mandate to collect insurance information to veterans, their families and other eligible patients. He/she collects, scans and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. 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 and the coordination of Community Care. 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: Notifies his/her 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, and scheduled consults and previous appointments for disposition. Works well in an environment with other AMSAs, Lead AMSAs, Supervisory MSAs, RNs and physical therapists on integrated care teams along service lines. Shows flexibility in supporting team effort, a can-do attitude and a commitment to respectful communication and service to veterans. The Advanced MSA for the Community Care team fully participates in team meetings where patient care planning and management occur in addition to VANTS and Live meetings with contract vendors for coordination of Contracted Non-VA Care. Additional duties or task may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized EDRP Authorized: Contact [email protected], the EDRP Coordinator for questions/assistance. Learn more Permanent Change of Station (PCS): 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. Experience and 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. 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. GRADE DETERMINATIONS: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. AND Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: 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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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). References: VA Handbook 5005/117, Part II, Appendix G45, dated 8/1/2019 The full performance level of this vacancy is a GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06. Physical Requirements: 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 Washington VA Medical Center 50 Irving Street, Northwest Washington, DC 20422 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]