This position is in the Geriatric and Extended Care (GEC) Service Line located at the VA Fayetteville Coastal Healthcare System within VISN 6 Mid-Atlantic Healthcare Network. The incumbent serves as a Medical Support Assistant (Advanced) and reports to the Nurse Manager Non-Institutional Care (NIC). S/he provides eligibility review, obtains medical documentation, scheduling, consult and wait list management, obtains and routes medical records, and customer service.

Duties

The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Assignments at this level include, but are not limited to: Accept telephone calls from patients/caregivers, patients/caregivers, other VA staff, and/or community agency staff, regarding program inquiries, patient care concerns, etc. Ensure timely clinical response to patients/callers that potentially have an emergent or urgent care need. Compose correspondence as indicated to assist with administrative and clinical functions of HHA, Home Respite, Home Hospice, Home Infusion and Home Skilled programs along with clerical support duties. Abstract, collate, trend and evaluate reports from community agencies obtained for tracking and maintaining data for NIC programs. Set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) Performs other related duties as assigned. Work Schedule: Monday - Friday, 8:00am to 4:30pm, (EST) Compressed/Flexible: Not Authorized Telework: This position may be telework eligible on an ad-hoc basis (ad-hoc is performed on an occasional, one-time, or irregular basis) as determined by agency policy, the discretion of the supervisor and the needs of the service line. Virtual/Remote: This is NOT a virtual/remote position. Position Title/FS #:Medical Support Assistant (Advanced)/PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship. Medical Support Assistants must be a United States Citizens in accordance with 38 U.S.C. 7402. (Note: When it is not possible to recruit qualified United States Citizens, necessary personnel may be appointed on a temporary basis under authority of 38 U.S.C. 7405 without regard to the United States Citizenship requirements of 38 U.S.C. 7402 or any other law prohibiting the employment of or payment of compensation to a person who is not a citizen of the United States. Candidates must meet all other requirements for the grade and position concerned.) 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. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English as required by 38 U.S.C. 7402(d) and 7407(d). 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, all applicants must meet the grade requirements below: Medical Support Assistant (Advanced), GS-6: Experience. One year of experience equivalent to the GS-5 grade level; AND Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, all 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. II-G45-8 August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45 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 II-G45-7 August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45 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. Preferred Experience: Applicants that have experience with using all Microsoft Office Programs, especially Excel, and experience with CPRS, VISTA, HSRM, VATAS, and CPRD Consult management are preferred. References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light item (medical records, computing devices, manuals, papers, books, small parts), or driving an automobile. The work requires manual dexterity for computer data entry, office machine operation and filing. However, in general, the work does not require unusual physical demands. The work does require emotional stability to resolve crisis situations. Work Environment: The work is generally performed in an outpatient/office setting of the Medical Center. The environment involves those everyday risks or discomforts, which require normal safety precautions typical of such places as offices and meeting rooms. The work area is adequately lighted, heated, and ventilated.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education in the basic requirements of the 'Qualifications' section above.

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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Cierra Person
• Email: [email protected]