The Advanced Medical Support Assistant is located in the Physical Medicine and Rehabilitation Service at the Hampton VA Medical Center. 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 flexible use of a wide range of clinical flow processes relating to care across multiple clinics, specialties, and care community resources.

Duties

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Kinesiotherapy, Occupational Therapy, Physical Therapy, Audiology and Pain Management) 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. 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. 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 clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. 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 team led huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Daily review of active/pending consults, EWL, Recall list and Audio care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Ensure all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scan. 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. 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 Physical Medicine and Rehabilitation Services 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. Work Schedule: Full Time, Monday-Friday, 7:00am-3:30pm Telework: Ad-hoc Virtual: This is not a virtual position. 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: Must be proficient in spoken and written English Experience and Education: Experience: Six months experience of 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 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. Certification: None required Grade Determinations: GS-6 Advanced Medical Support Assistant. In addition to the basic requirements, requires a minimum of one (1) full year of specialized experience equivalent to the GS-5 grade level. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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 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. References: VA Handbook 5005/53 Part II, Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting boxes or records.

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 Hampton VA Medical Center 100 Emancipation Drive Hampton, VA 23667 US
• Name: Yasmin Glover
• Email: [email protected]