The Advanced Medical Administrative Support (MSA) position with Health Informatics Office, Telehealth services is a foundational role within the Telehealth programs. Members include MSA's, PSA's, Licensed Practical Nurse, Health Technicians, and Registered Nurses. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.

Duties

Assignments at this level include but are not limited to: Medical Support Assistants assignment includes interacting with both internal and external customers Develop/maintain effective and efficient communication with the patient; interdisciplinary team, VA medical centers, VISN program leads, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; develop and manage a tracking system for follow up care such as consults, tests, etc.). Performs duties related to coordination and schedule management of telehealth modalities including Store and Forward Telehealth (SFT), and Clinical Video Telehealth (CVT) in multiple locations and interdisciplinary services. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information Establishing and maintaining medical outpatient and inpatient charts as well as administrative records Obtain medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines The Advanced MSA refers all questions requiring immediate medical attention to appropriate health care team member. Responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Promotes veteran registration for and utilization of MyHealtheVet (MHV), online personal health record for veterans. Upon successful completion of all applicable training, S/he will assist patients registering for an MHV account and educate them on the features of the program. S/he will perform the duties of an MHV Authenticator conducting In-Person-Authentication (IPA) and upgrade patient accounts to Premium. As frontline contact with patients and staff, the Advanced MSA sets the tone for perception concerning quality of healthcare services at the VA.A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. The position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for numerous outpatient clinics. MSA must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. The MSA opens clinic access as required to schedule Clinical Video Telehealth specialty clinics and Store and Forward Telehealth Clinics. The Advanced MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Between visits tasks may include telephone or secure messaging follow up to see how the patient is doing, reinforcing the plan of care and encouraging self-help solutions. The Advanced MSA uses various VHA databases (e.g. PCMM, Clinical Reminder Reports, VSSC, ProClarity, Wait times, Microsoft Office, patient satisfaction, etc.) to extract, categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel. Minimal travel to outlying CBOCs required and must possess and maintain a valid driver's license. Travel to outlying CBOCs for education and training will occasionally be involved. Work Schedule: Monday - Friday; 7:30 a.m.- 4:00 p.m. Telework: Reg Telework 3+ Days/PP may be eligible Virtual: This is not a virtual position. Travel: Travel to outlying CBOCs for education and training may be required. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written 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). Preferred Experience: Extensive prior Telehealth scheduling experience Telehealth Equipment Experience VVC Test Call Experience Grade Determinations: Applicant must meet the Basic requirement, the Specialized Experience and demonstrate all the required Knowledge, Skills, and Abilities for the position Medical Support Assistant (Advanced), GS-0679-06: Experience. One (1) year of specialized experience equivalent to the GS-05 grade level. Qualifying experience includes but may not be limited to: MSA 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, rescheduling 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 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. 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.). 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 primarily sedentary, although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. See VA Directive and Handbook 5019.

Education

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

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]