The Primary Purpose of the Position is: To lead and perform a variety of administrative and clerical duties associated with determining eligibility and scheduling appointments for patients in support of veterans' treatment in all Physical Medicine and Rehabilitation (PM&R) therapy programs at all sites served by PM&R.

Duties

Duties include, but are not limited to: Assists the Supervisory Medical Support Assistant in monitoring and providing daily work assignments for the Medical Support Assistants assigned to PM&R, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures coverage of all areas of responsibility; conducts ongoing reviews to ensure quality of work; ensures accurate and timely scheduling of appointments; provides on-the-job training for new and current Medical Support Assistants; and acts as liaison between Medical Support Assistants and staff to resolve day-to-day conflicts. Receives, relays, and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, re-schedules follow-up and/or consults appointments. Performs basic eligibility and co-pays determinations and preauthorization actions. Processes emergency and non-emergency transfers to other VA facilities or private hospitals. Possess the knowledge and understanding of the guidelines associated with the Electronic Wait List. Monitors, requests, scans, and updates patient insurance information via insurance buffer software (ICB-NTX- live) and or the Pre-registration program. Verifies, updates, and confirms current demographic information in Vista- pre-registration menu when patients check-in for their scheduled or unscheduled appointment. Performs pre-registration via telephone during pre-appointment and pre-registration calls by proper identification of patients by requesting identifiers such as date of birth, next of kin and full social security number. Resolves informal complaints and responds to requests for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensures encounters are properly addressed and closed within their scope to obtain appropriate workload credit. Monitors and schedules appointments from clinical consult requests within the guidelines of the VHA Scheduling Directive. Enters information such as clinic appointment, no-show, clinic or patient cancellation data into the Vista information system(s) and software. Generates a variety of documents/reports for the clinic/section assigned by the Supervisory Medical Support Assistant. Provides clinical staff with clinic availability profiles to improve and compliment Access. Establishes and maintains office records and files of various types that may be needed or will assist in the efficient operation of the Service. Requisitions needed office supplies, materials, and services. Uses the Vista information system and databases or spreadsheet software to schedule appointments; create, enter, revise, sort or calculate, and retrieve data for reports; review alerts from providers; and enter patients' appointment data, and annotate/update patient records accordingly. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides front-line assistance to customers with questions or concerns. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Facilitates any necessary follow-up so as to ensure satisfactory resolution Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. Works Independently. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work Work Schedule: Monday-Friday, 8:00am-4:30pm Recruitment Incentive (Sign-on Bonus): Not authorized Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 0000 Financial Disclosure Report: Not required Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

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. Language Proficiency: Proficient in spoken and written English Experience: Six month of experience of clerical, office or other 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 Combination Experience/Education. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: GS-07 Lead Medical Support Assistant Experience. One year of experience equivalent to the [GS-6] grade level. Examples of equivalent experience would be experience as an Advanced MSA or Lead MSA. Knowledge, Skills, and Abilities. Candidates must demonstrate [of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff]. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Assignment. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. 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: Experience with: Consults, RTC orders Travel vouchers, Pre-registration, Insurance, VSE, Consult Toolbox, Data Entry and VSSE Previous experience resolving issues concerning: Patients, Co-Workers visitors. 1 year of experience providing instruction/training in a formal setting 1 year pf experience with Clinical Computer software packages. Experience completing working deadlines within timeframe allotted. Experience working closely with management. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 The full performance level of this vacancy is GS-07. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]