The New Mexico Veterans Affairs Health Care System (NMVAHCS) is currently recruiting two (2) Advanced Medical Support Assistants (AMSA) for the Call Center under the fast paced, growing service: Community Care Service. The NMVAHCS strives to provide the highest quality primary, secondary and tertiary health care to its beneficiaries through a compassionate, innovative health care system, excellent training and education of health care professionals, and effective use of available resources.

Duties

The Advanced Medical Support Assistant (AMSA) will be assigned as a Customer Care Call Center - AMSA within Community Care Service. Customer Care Call Center: Provides support across multiple ancillary and interdisciplinary outpatient clinics and determine the needs of the caller. The AMSA plays an integral role and requires a professional attitude and willingness to be on the phone all day in the 24- Hours / 7 days operations of the regional clinical contact centers to achieve first-contact resolution through patient-centered delivery of care. The AMSA provides information on programs and initiatives available to veterans and provides administrative referrals of services as needed. The AMSA collaborates with internal, external and Care in the Community (CITC) such as, but not limited to Primary Care, Specialty Care (e.g. HIV, Spinal Cord Injury, Military Sexual Trauma, etc.), Mental Health, and other patient care areas based upon the nature of the caller. Typical duties include but are not limited to: Scheduling, canceling, re-scheduling patient's appointments and/or consult. Entering no-show information. Monitoring electronic wait lists. Preparing for clinic visits. Establishing and maintaining medical outpatient and inpatient charts as well as administrative records. Monitoring both inpatient and outpatient appointments for areas of responsibility. Obtaining medical information from patients. Coordinating information and actions related to patient care and services. Ensuring encounter forms are completed in order to obtain appropriate workload credit. Verifying and updating demographics and insurance information. Processing all emergency and non-emergency transfers to other VA facilities or private hospitals. Answering a high volume of calls for Community Care. Providing exceptional Customer Service. Other duties as assigned. Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. Telework: Generally considered after 6-12 months of time in Community Care Service. Only suitability dependent upon employee performance, productivity and Supervisor's discretion. Virtual: This is NOT a Virtual Position. Compressed Work Schedule: Not Approved. Recruitment/Relocation Incentives: Not Authorized. Financial Disclosure Report: Not Required.

Requirements

Qualifications

BASIC REQUIREMENTS: Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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: Six (6) 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 (1) 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 REQUIREMENTS: Creditable 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]. GS-6 Grade Determinations: 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 for Advanced Medical Support Assistant GS-6: a. Experience: One (1) year of experience equivalent to the GS-5 grade level. The specialized experience for this position includes the following, but not limited to: Specialized Experience - In an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care. IMPORTANT: Education CANNOT be substituted for the one year of specialized experience that is required. b. 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. c. Assignment. The 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 the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.). The Full Performance Level of this Vacancy is GS-6. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. 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 stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable.

Education

IMPORTANT: There is NO EDUCATION SUBSTITUTION at the GS- 06 level. Must have the Specialized Experience.

Contacts

• Address Raymond G Murphy Department of Veterans Affairs Medical Center 1501 San Pedro Drive, Southeast Albuquerque, NM 87108 US
• Name: Santo Miguel Valverde
• Phone: 480-392-7285
• Email: [email protected]