The incumbent serves as an Advanced Medical Support Assistant (MSA) for the Office of Community Care within the South Texas Veterans Health Care System (STVHCS). STVHCS is a quaternary care facility and Level II Research Facility, with multiple community outpatient clinics. The incumbent's work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using approved clinic access principles, patient processing, and customer service.

Duties

The Medical Support Assistant (MSA) assignments include but are not limited to: Coordinates each request for Community Care to ensure all required and necessary administrative actions are completed. Communicates with Community care providers to identify clinic and specialty availability. Shares this information with Community Care RNs, STVHCS providers and clinic staff to ensure appropriate and timely coordination of care. Collaborates with ordering STVHCS providers, and other clinical staff to expedite and authorize approved Community Care for patients. Authorizes each episode of Community Care through the Heathshare Referral Management (HSRM) software package. Serves as a subject matter expert related to the Community Care programs. (1) Provides information and education to all customers regarding the Community Care programs. Other responsibilities include: (1) Schedules non-count Community Care appointments using HSRM/Vista scheduling options. Complies with mandatory training requirements for the outpatient scheduling process. Completes the scheduling process by checking out patients once appointments have been completed. (2) 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. (3) Receives results for Community Care 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. Expedites the process by faxing or hand-carrying results to ordering providers. (4) Participates in meetings to identify and resolve issues that impact continuity of care for patients who are receiving Community Care. (5) Identifies issues for process improvement and actively participates in service or center-level process improvement activities/teams. (6) Orients new service staff to the Community Care programs and serves as a mentor and subject matter expert to these staff. (7) Utilizes various computer equipment (scanners, double screens), software packages and systems (Vista, Microsoft Office, CPRS, Triwest Portal, HSRM, Refdoc, PPMS) and troubleshoots minor problems. Assists peers in troubleshooting problems or issues with software or systems used daily. Work Schedule: M-F 7:30am-4:00pm or 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. 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. 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 listed above, the following must be met when determining the grade of the candidate for the Advanced Medical Support Assistant, GS-6: 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. And Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all the following KSAs below in their resume: 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: Ability to work independently to accomplish a wide variety of duties, including setting priorities, coordinating tasks, and organizing workflow. Ability to communicate tactfully and effectively, both orally and in writing, to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Ability to gather and trend data to determine efficiency of internal processes. Ability to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Excel most importantly. Independently utilizes reference sources, decision making and team work to collaborate and resolve problems within a complex systems environment. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. 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: Work is done in an office setting, mostly sedentary using computers, phones, other office equipment.

Education

There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]