The VA Northeast Ohio Healthcare System is recruiting for a Medical Support Assistant (Advanced). The Medical Support Assistant (Advanced) will function in Surgical Service.

Duties

Coordinating with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary). Ensuring the clinic setup is closely monitored to effectively support the needs of the clinic and providing the necessary recommendations to ensure compliance or corrective actions and the appropriate level of access. Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Serving as the key contact for providers, Veterans, family members, and other staff members who obtain services from Medicine Service. Processing consults (scheduling appointments, admits, discharges, and transfers) timely and accurately utilizing proprietary software. Scheduling actions in accordance with VA Directives. Coordinating with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary). Ensuring the clinic setup is closely monitored to effectively support the needs of the clinic, and providing the necessary recommendations to ensure compliance or corrective actions and the appropriate level of access. Maintaining effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies (e.g., assisting with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of appointments; manage a tracking system for follow up care such as Return to Clinic Orders, Recall, consults, tests, etc.). Participating in team huddles and team meetings to manage and plan patient care. Setting priorities and deadlines. Adjusting the flow and sequencing of the work to meet team and patient needs. Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work). Participating and providing input in problem solving on operational issues or procedures in team meetings. Evaluating patient information and clinic schedule lists to determine whether patient is vested. Referring patients to other departments as needed. Work Schedule: Monday through Friday from 8:00 a.m. to 4:30 p.m. Variable based on needs of the service. Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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: (1) 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 (2) Education. One year above high school; or (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. GS-6 LEVEL GRADE REQUIREMENTS: Grade Determinations: Specialized Experience GS-06: You must have one year of specialized experience equivalent to the GS-05 level in the Federal service. Examples of specialized experience include, but are not limited to: Answering phones, greeting patients, and relaying messages to appropriate staff. Scheduling, canceling, re-scheduling patient appointments and/or consults. Entering no-show information and monitoring appointment requests from multiple electronic sources. Collaborating and communicating with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Setting priorities and organizing work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Communicating tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. Preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 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. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities 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 organizes 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. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, etc. The work environment typically involves everyday risks or discomforts which requires normal safety precautions typical of an office, meeting or training room. *Per Office of the Chief Human Capital Officer (OCHCO) Bulletin: Annual Determination of Staffing Shortages dated 9/30/2022, Veterans Preference is waived for this occupation.

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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Robert Gallimore
• Phone: (910) 494-1305
• Email: [email protected]