This is an Open Continuous Announcement that will remain open for several months. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Qualified applicants from the job announcement can be selected to fill vacancies for the Advanced Medical Support Assistant position within Care in the Community Department at the Salisbury VA Medical Center.

Duties

The Advanced Medical Support Assistant (AMSA) is a foundational role within Care in the Community Care department. Their work impacts the timely administering aspect of patient care, including: proper eligibility review, timely authorization, coordinating care in the community, ensuring care is scheduled and rendered accordingly, consult management, obtaining and routing proper medical records, and customer service. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model within Care in the community. The incumbent assists Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider. The incumbent(s) perform a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, dental and/or GEC program services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations. Incumbent(s) create and issues authorization for approved care through the Health Share Referral Management System (HSRM), assists with vendor location when needed, and resolves barriers to obtain care in the community to avoid patient care delay. Incumbent(s) coordinate with the Care in the Community team to review consult utilization by using various reports and communication methods to effectively support the needs of the team. The incumbent(s) are responsible for accurate appointment management and the coordination of all administrative information between the community care vendor and the Veteran. This includes scheduling appointments, data entry, administratively managing consultation requests and the electronic waiting list. Contact with patients and other staff, the incumbent(s) set the tone for perception concerning quality of healthcare services at the VA. 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. Incumbent(s) must be able to interpret and communicate requirements of VHA scheduling directives, complete accurate scheduling responsibilities, and assist in training others. 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. The incumbent(s) must have a solid knowledge of multiple electronic systems and current computer technology regarding imaging applications, Vista application, CPRS, HSRM Microsoft Office Suite applications, and all other applicable programs/software and equipment. Incumbent(s) must also have solid knowledge and ability to use several types of office equipment i.e. fax machines, multi-line phone system, printers and copy machines. When records are received, the incumbent will be responsible for ensuring that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents utilizing established procedures to the scanning unit location. The duties listed above is not inclusive of all the duties that may be associated with this position. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: May be available at the supervisors discretion. Virtual: This is not a virtual position. 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. 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. 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. 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: 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]. 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 care [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. References: VA Handbook 5005/117, Part II, Appendix G45, Dated: 1 August 2019 The full performance level of this vacancy is GS-6. Physical Requirements: SeeVA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day.

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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]