THIS ANNOUCEMENT IS OPEN TO THE FACILITY EMPLOYEES OF THE VA MARYLAND HEALTHCARE SYSTEM AT THE BALTIMORE VA ONLY. This position provides scheduling support to the Telehealth Empower Veterans Program (EVP) and backup scheduling support to the Clinical Resource Hub (CRH).The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) AMSA is a VISN-based position located in VISN 5.

Duties

Duties: This position provides scheduling support to the Telehealth Empower Veterans Program (EVP) and backup scheduling support to the Clinical Resource Hub (CRH). The incumbent processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH primary care, mental health and specialty clinics. The incumbent answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Provides front-line assistance to customers with questions or concerns. Facilitates necessary follow-up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veterans appointments are scheduled timely. Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a subject matter expert regarding CRH scheduling set up and practices. Arranges/schedules appointments for patients with a variety of telehealth clinics, services and consultants, coordinates appointments for timeliness to avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred. Manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Monitors the clinic consultations in accordance with the VHA National Scheduling Directive guidelines. Monitors the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily. Oversight of outpatient appointments for areas of responsibility. Complies with the Employee Education requirements by completing mandatory annual assignments. Orients new medical staff and all medical/nursing students and staff relative to administrative rules, regulations, procedures and policies. Facilitates communication between providers and patients, serving as the point of contact for incoming provider calls from patients, spoke sites, and others, communicating tactfully and effectively both orally and in writing if needed. Retrieves and inputs pertinent data into VISTA and CPRS programs, maneuvers and retrieves medical documentation from the VISTA Capture/Display Program. work collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting). AMSA's may be required to perform document scanning daily, this requiring the knowledge of which pertinent information is required to be scanned into the patient's medical record and doing so in a timely manner. Collaborate, communicates, sets priorities, and organizes work to ensure compliance and meet deadlines with established processes, polices, and regulations. Maintains patient confidentiality with written and verbal information, per Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. The AMSA demonstrates technical competency in the use of VistA and CPRS. The incumbent must have knowledge of clinic procedures, operations, and regulations. The incumbent coordinates with the patient care team to review the clinic utilization by using various reports, ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments. Other duties may be assigned as deemed necessary by Supervisor to ensure efficient daily operations. Work Schedule: 8:00am - 4:30pm, Monday - Friday Telework: Telework authorized - 2 days a week EDRP Authorized: Contact the EDRP Coordinator for questions/assistance. Learn more This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in accordance with VHA policy and submit your EDRP application within four months of appointment. Approval, award amount (up to $200,000) and eligibility period (one to five years) are determined by the VHA Education Loan Repayment Services program office after complete review of the EDRP application. 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: Citizenship: Citizen of the United States. English Language Proficiency: Must be proficient in spoken and written English. Experience and Education. (1) 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, (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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. VA HANDBOOK 5005/117 August 1, 2019 PART II APPENDIX G45 II-G45-4 (2) Employees who are appointed on a temporary y basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Grade Determinations: GS-6 (a) Experience. One year of experience equivalent to the [GS-5] grade level. (b) 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.). (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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 are administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference. VA Handbook 5005/117, Part II, Appendix G45 (Medical Support Assistant Qualification Standard) dated August 1, 2019. Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies.

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 Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Padmini Elayath
• Phone: 6123697619
• Email: [email protected]