The Incumbent serves as an Advanced Medical Support Assistant (AMSA) in CCS and will be involved in administrative aspects of patient access, consults and scheduling for the service. Their work has a direct effect on patient care, the patient flow, and processes within CCS. The Organizational Location is : The position is in the Department of Veterans Affairs, Veteran Health Administration (VHA), VA North Texas Health Care System (VANTXHCS), Community Care Service (CCS), in Garland, Texas.

Duties

Duties include but are not limited to: Coordinates each request for Community Care (CC) to ensure all required and necessary administrative actions are completed. Screens each consult request to the CC Coordination Program to determine patient's eligibility status, technical completeness, accuracy, and urgency of request. Serves as primary administrative contact and process expert related to the VANTXHCS Community Care Program. Serves as a trusted resource for patients who are receiving CC services. Provides accurate information related to specific CC providers (location, office contact, etc.), the CC process, as well as basic payment and authorization information, etc. Establishes constructive and effective working relationships with the office staff of CC providers to effectively schedules appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests. Establishes effective relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CC requests and issues. Provides information/education related to the CC Coordination program to new providers, to assist in submission of requests. Collaborates with ordering VANTXHCS providers, and other clinical staff to expedite and authorize CC services for patients. Ensures special instructions or requirements for each request are clearly outlined prior to submitting to the CC provider or Third-Party Administrator (TPA). Identifies and provides any supporting information or documentation needed for each consult. Gathers needed information and ensures information or data is sent to the CC providers prior to the scheduled appointment to ensure continuity of care. Facilitates immediate needs of CC providers, to obtain stat information/data so patient's care or treatment is not delayed. Consults with the requesting provider or CC RNs to obtain clarification or additional needed information. Utilizes extensive knowledge of CC vendors' availability, specialties and expertise, the patient's home address, desired date of service, and any special needs or requirements before submitting requests to CC providers or the TPA. This requires ongoing communication with each patient and frequent communications with CC providers to ensure accurate information and coordination of services. Maintains an efficient suspense system for effective and timely follow-up of each consult submitted to a CC vendor. Collaborates with the vendors and patients to resolve scheduling issues. Documents actions taken on each consult to ensure timely communication with the patient's health care team. Authorizes each episode of CC using a variety of software packages. Ensures authorization is transmitted to the identified CC provider. Develops complete packet of information for each CC consult for tracking purposes. Serves as a subject matter expert related to the CC program. Provides information and education to CC staff regarding the CC Program. Provides extensive information and education to VA clinical and non-clinical staff to promote understanding and compliance with program requirements and time frames. Examples include required supporting documentation for each type of request (i.e., current/previous MRI or imaging studies for mammogram or neurosurgery requests, current lab values for CT scans, biopsy results for radiation oncology requests, etc.) Participates in informational presentations to CC vendors to outline program requirements, veteran eligibility for service, expected timelines for services and receipt of results, and problem resolution. . Other responsibilities include: Schedules CC appointments using HSRM System. Complies with mandatory training requirements for outpatient scheduling process for CC consults. Follows established processes related to release and confidentiality of patient information. Collaborates with vendors to resolve issues related to these areas. Ensures accurate accounting of released records in accordance with Privacy regulations and requirements. Receives results for CC consults. Notates receipt on the appropriate consult and scans results into the patient's record, ensuring accuracy in attaching the results to the correct consult, etc. Assists providers in obtaining results when timely receipt is critical. Participates in meetings to identify and resolve issues that impact continuity of care for patients who are receiving CC. Identifies issues for process improvement and actively participates in service or center-level process improvement activities/teams. Work Schedule: M-F 0700-1530 or 0730-1600 or 0800-1630 Telework: Available Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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: 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 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. Certification: None required. 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: Advanced Medical Support Assistant, (GS-06) Experience. One year of experience equivalent to the GS-5 grade level. 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.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient [care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. 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. *Note: Please ensure how you meet these KSAs is clearly described in your resume; we may not make assumptions regarding your experience. Preferred Experience: Previous clinical experience Previous experience scheduling: Appointments, Cancellations, Labs & radiology Previous experience providing customer service and resolving informal complaints Previous experience working in a team environment. Previous experience working independently Previous experience verifying and updating insurance References: VA Handbook 5005/117 Medical Support Assistant, Part II Appendix G45, August 1, 2019. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. 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 educational substitution at this grade level.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]