The Central Texas Health Care System is recruiting for TWO highly qualified Medical Support Assistants (Advanced) for our Ambulatory Care Service located in Waco, Texas. The MSA (Adv) position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model transformation/Specialty initiative. The incumbent is the first line of contact with the Veteran and must be knowledgeable of a wide variety of subjects regarding the VA.

Duties

General Description of Assigned Duties: The purpose of this position is to serve as an Advanced MSA assigned to outpatient clinics. The Advanced MSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model transformation/Specialty initiative. Patient care is delivered in a team-based model known as the team let. Members of the team let include the AMSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse, and a Primary Care Provider. The teamlet provides the majority of the health care needs for an assigned panel of patients. The teamlet works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and 11011-V A . specialists, hospitals, diagnostic and treating facilities, and community-based programs. Incumbent 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 incumbent is responsible for running Encounter Action Required Report (EARR) to identify incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Incumbent promotes Veteran registration for and utilization of MyHealtheVet (MHV), 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 sheets, routing slips, and confirming with the patient that pre-registration is completed, including demographic and insurance information. This must be accurately done so date/time stamp reflects the date of each visit is accurate. If the information is not correct, incumbent is responsible for updating all information using the Pre-registration Menu. Responsible for assuring that screens I through 5 of the Registration Menu are updated. 'If patient is required to do a financial assessment (Means Test) must assure that these are entered into VistA and scanned into CPRS. Provides guidance, directions, and instructions to Veterans in relation to their appointments. Schedules and provides appointment dates with patient input when possible 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 working with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center · and VHA directives regarding this process. Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the organization's program operation. Assists in the plam1ing, review, and reporting of data/statistical results of program/project studies. Captures insurance and demographic information on all Veterans who hold third-party health plans and explains V A's role in insurance reimbursement. Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA. The AMSA supports patient safety standards through correct identification of all patients through use of two forms of identification. Incumbent must use each interaction with the patient to validate and update patient demographic information, whether 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. Receives telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for, obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments. Always handles this in a courteous and polite manner and often serves as the public's first contact/impression of CTVHCS. Work Schedule: Monday - Friday for Work Schedule 7:30 am - 4:00 pm or 8:00 am to 4:30 pm Virtual: This is not a virtual position. Position Title/Functional Statement #:Medical Support Assistant (Advanced)/PD000000 Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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. 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. 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. Preferred Experience: Experience in scheduling package for VA Experience in medical terminology Experience in Patient Aligned Care Team (PACT) roles and responsibilities Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Grade Determinations: Advanced Medical Support Assistant GS-06 Experience: One year of experience equivalent to the GS-5 grade level. Examples of equivalent experience include but are 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 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 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. In addition to the above stated experience, applicants 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 Medical Support Assistant dated August 1, 2019. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. 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

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