The purpose of this position is to serve as an Advanced Medical Support Assistant (AMSA) assigned to outpatient clinics. The AMSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model Transformation Initiative. Patient care is delivered in a team-based model known as the teamlet. Members of the teamlet include the AMSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse, and a primary care provider.

Duties

The Advanced Medical Support Assistant (AMSA) will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, at all times, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior. The Advanced Medical Support Assistant is responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection. Incumbent promotes Veteran registration for and utilization of MyHealtheVet (MHV), an online personal health record for Veterans. Performs in-person authentication (IPA) for Veterans requesting initial access to individually identifiable health information within the MHV web-based application. The AMSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensures that the patients are electronically checked in for their appointments. Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information. This must be done promptly so the date/time stamp is accurate for each date of visit. If the information is not correct, incumbent is responsible for updating all pertinent information using the Pre-Registration Menu in VistA or VET LINK. Provides guidance, directions, and instructions to Veterans in relation to their appointments. Schedules appointment with patient input to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care". Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center, and VHA directives regarding this process. Incumbent is responsible for verifying and completing all orders that he/she transcribes. Incumbent has the ability to overbook patients within set guidelines and refers others to the appropriate person to authorize additional overbooks to the clinic. The AMSA is responsible for processing first party requests and ensuring forms are complete and accurate. Receives outside correspondence (fax, letters, etc.) from outside agencies requesting provider's actions for patient care and forwards to the appropriate agency for action. Responsible for ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record. Scans and indexes materials accordingly into CPRS VistA Imaging, on a timely basis and within established guidelines, and makes the proper disposition of documents. After the scanning and indexing process is complete, the incumbent will review the quality of scanned documents to ensure integrity of scanned images. Incumbent is responsible for running the following reports/queries on a daily basis (not all-inclusive): Open Text Orders, Patient Care Encounter (PCE), Recall Reminder Delinquent Report, Recall Reminder Non-Compliant Report, and Consult Tracking Report. Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally. Example: when a consult is received the patient's information is displayed in VistA. The incumbent should be able to access CPRS, go to the consult, sign off on the electronic signature, and book the appointment. The incumbent may return to VistA to schedule the appointment. The same is true in taking off signed orders. Must ensure that the providers or techs have ordered the labs and x-rays so that an appropriate appointment can be made. Incumbent must make sure that all orders are verified and completed electronically in CPRS. Incumbent receives all consults and refers consult to provider for scheduling instructions. Using consult package, changes status of consults to reflect current stage of consult, such as received, scheduled, etc. Meets requirements of scheduling consults within two (2) business days of receipt and reviewing consults pending greater than two (2) business days. Must meet local policy of scheduling consults in two (2) business days. Refer to MAS Outreach Standard Operating Procedure for actions to take when a Veteran cannot be scheduled for their respective appointment. Schedules surgical procedures and pre-op tests as necessary, coordinating with patient wishes, consultant or surgeons' schedules. Other duties as assigned. Work Schedule: M-F 7:30am-4:00pm or 8:00am-4:30pm based on the needs of the service; occasional weekend as needed. Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized 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: 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. 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. 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. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. 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: In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Examples of experience include but not limited to: independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). 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. Preferred Experience: At least 1-year experience in scheduling appointments. Previous administrative experience; 1 year or longer Proficient in scheduling systems and Microsoft Office. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. Timekeeper References: VA Handbook 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679 The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a 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

Education is not required for this position.

Contacts

• Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]