This position serves as an Advanced Medical Support Assistant in the outpatient setting of the Surgical Service at VA WNY Healthcare System, and is under the supervision of the Health Systems Specialist in Surgery. Performs clerical work in support of the care given to patients, such as receiving patients or maintaining patient files; work administering or advising on medical record systems. Analytical ability, judgment, discretion, and dedication to customer service are required.

Duties

The Advanced MSA is responsible for scheduling surgery for patients utilizing the standard operating procedure for surgical scheduling based on the VHA Directive 1128, Timely Scheduling of Surgical Procedures in the Operating Room, published November 24, 2014. The incumbent will receive the CPRS template Surgery Note entitled SURG SCHEDULING WNY. Appropriately coordinates and schedules appointments for surgery and all associated pre-operative testing needed. Enters request for surgery into the Surgery Package software in the Veterans Health Information and Technology Architecture (VistA) and the subsequently in the VISN 2 Patient Communicator. Accomplishing these tasks may include 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's surgery appointments and/or consults; emergency and non-emergency transfers to other VA facilities or private hospitals. Uses CPRS and enters 1010M required for patient lodging. Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the scheduling process; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of provider VET Pro information etc.). Receives telephone calls and retrieves messages from internal and external customers in timely manner. Provides the appropriate response to inquiries and responds to requestsfor surgicalappointments in timely manner. Determines the source of the telephone call and handles appropriately in accordance with Service and Medical Center policies. Incumbent utilizes contingency plan for patients in the event of computer down time, Applies the established guidelines concerning the release of information of patient's condition, patient's appointment, and patient exams. Follows HIPAA policies and procedures regarding release of patient information. When appropriate, places patients on the VCL (Veterans Choice List). Ensures patients receive appointment letters with all pertinent information regarding their up coming surgery and answers administrative questions from patients relative to their surgery. Other duties as assigned. Work Schedule: Full time; Monday - Friday 7:30am-4:00pm Compressed/Flexible:Not Available Telework: Not Available Virtual: This is not a virtual position. Recruitment Incentive: May be authorized. Functional Statement #: PD000000, PD21J84A, PD21W76A, PD21J84A, PD21J84F, and PD21J84F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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: 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. 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: GS-06 Requirements Experience. One year of experience equivalent to the [GS-5] grade level and 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. References: VA Handbook 5005/117; Part II; Appendix G45. The full performance level of this vacancy is GS-05. This position is above the full performance level. Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 Western New York Healthcare System 3495 Bailey Avenue Buffalo, NY 14215 US
• Name: Christina Morel
• Phone: 845-831-2000 X215041
• Email: [email protected]