The Advanced Medical Support Assistant (AMSA) manages the front desk of the Dental Clinic and is a multifunctional employee with full clerical capabilities. Assigned duties include: scheduling, canceling, rescheduling patients' appointments, entering no show information, consult management, and answering phone calls and responding to voicemails in a timely and professional manner. The AMSA ensures gaps in providers' schedules are filled and reschedules cancellations.

Duties

The primary purpose of the position is to provide administrative and front-line support to the team at the Menlo Park Dental Clinic, while performing duties that optimize Dental Service operations. The incumbent utilizes VSE, CPRS and VistA, among other electronic systems, and completes the following primary duties: - Checks-in/out patients for each clinic visit and records no-show information if applicable. - Acts on return to clinic (RTC) orders and advises providers on entering RTC orders appropriately. - Works with dental providers to fill their clinic grids and maximize clinic productivity (goal >90% of clinic appointment slots filled). - Ensures appropriate time is allotted for each scheduled procedure and the complexity of various procedures scheduled on a given day is appropriate. - Schedules patients in a timely manner to receive dental care for emergencies and urgent needs. - Schedules patients in a timely manner for the delivery of crowns, bridges, and dental appliances at the appropriate point in their treatment plan. - Answers and responds to telephone calls, voice messages and secure messages in a professional and timely manner; directs phone calls and relays messages as needed. - Contacts patients to fill last-minute cancellations. - Reviews daily consults and makes a comprehensive analysis to determine if the patient is eligible for routine dental care. Within his/her scope, discontinues the consult if patient is found not eligible for dental care at VAPAHCS. In the case of a homeless Veteran, verifies if patient is enrolled in the HVRP Program and is eligible for dental care prior to scheduling an appointment. In the case of a CLC patient, determines eligibility and schedules accordingly. - Demonstrates courtesy, respect, and a positive attitude towards patients, co-workers, and the public. Work Schedule: Monday to Friday, 8:00 am - 4:30 pm. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 640-1452F 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. 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 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. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations: GS-6 Experience One year of experience equivalent to the [GS-5] grade level. In addition to the one year of specialized experience at the next lowest grade (GS-05) level, candidates must demonstrate the below KSAs: 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. 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. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679, Veterans Health Administration, 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: Light lifting, under 15 pounds. Light carrying, under 15 pounds. Ability for rapid mental and muscular coordination simultaneously. Hearing (aid may be permitted). Mental strain / vigilance. Working closely with others. Working alone. Protracted or irregular hours of work. Possible contact with blood or infectious materials.

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

Contacts

• Address Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]