The incumbent serves as a MSA within the CITC program team primarily supporting the call center. He/she performs duties related to the administrative aspects of non-institutionalized patient care in the receipt, intake, and indexing of health and administrative information. The incumbent will perform these duties through an understanding of the organization, regulations, methods and other tools or resources within the CITC program.

Duties

The Medical Support Assistant (MSA) with CTVHCS Care in the Community Service will support the Call Center with minor and infrequent guidance from more experienced staff, provides administrative support across clinics and determines the needs of the Veteran/caregiver. Major duties include, but are not limited to: Receive phone calls utilizing the Automated Call Distribution (ACD) system from Veterans, family members, community providers, internal VA staff, etc. providing excellent customer service. Make initial phone calls to veterans to determine if they opt in/out of the Veterans Choice Program (VCP). Make phone calls to veterans/community vendors/ facilities to verify attendance at scheduled appointments, answer questions, and resolve basic issues. Document phone calls in the Computerized Patient Record System (CPRS) following established guidelines. Process Faxes timely by annotating consult with appropriate Consult Toolbox, naming fax, then send to PAS records folder for attachment. Establish constructive and effective working relationships with CITC staff to effectively process community care consults, schedule appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Maintain these relationships through ongoing customer service activities, problem resolution, and timely response to requests. Establish collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CITC requests to expedite timely approval. Establish collaborative relationships with Contractor staff to ensure efficient communication and problem resolution related to CITC requests. Identify issues for process improvement and actively participates in service or center-level process improvement activities/teams. Utilize various computer equipment, software packages and systems, VISTA, Microsoft Office, CPRS, HSRM, and troubleshoot minor problems. Assist peers in troubleshooting problems or issues with software or systems used daily. Remain proficient and abreast of changes in processes and procedures involved in CITC by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develop and maintain expertise to serve as a resource within area of assignment. Serve as a resource and advocate in the protection of Veteran/family and staff rights. Follow established guidelines for medical record management involving release of information. Keep CITC RNs/LVNs/supervisor aware of identified patient care issues and family concerns. Identify ways to resolve problems/needs and facilitates achieving of desired outcomes. Perform other duties as assigned to accomplish the mission of the program or the service. Work Schedule: Monday-Friday; 8AM-4:30PM; or 7:30 to 4:00PM Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: ad hoc-with supervisory approval on an occasional, non-routine basis. Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): 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. Language Proficiency: Proficient in spoken and written English 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. 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. 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). 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: Medical Support Assistant,GS-3 Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs below: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 Experience. One year of experience in 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. Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients. ii. Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5 Experience. One year of experience equivalent to the GS-4 grade level .Experience equivalent to the GS-04 grade level includes, but is not limited to: operate computerized programs and systems; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures; Ability to schedule medical appointments in a clinical setting; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, Provide services/ assistance appropriate to the age of the patients being served, and which is appropriate to the cognitive, emotional, and chronological maturation of the patient.; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines; medical record management involving release of information. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. OR Education. Four years of education above high school Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic [health] records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. 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 G, page II-G45-6 & II-G45-7. The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. 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.

Accreditation Information: Please site specific the accreditation information from the qualification standards or use the generic description for all others. Example - Sample for LPMHC: The master's or doctoral degree must be fully accredited by the Council on Accreditation of Counseling and Related Educational Programs (CACREP). Verification of accreditation may be made obtained from http://www.cacrep.org/directory/.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

NOTE: If your school was accredited by at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet.

NOTE: If your school was accredited by at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet.

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]