The incumbent provides guidance and technical direction necessary for accomplishing work of the team and assures the work assignments are carried out as outlined by the Lead and/or Supervisory Medical Support Assistant. He/she provides on-the-job training to new MSAs and when new processes or procedures are implemented.

Duties

Scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Performing telephone triage of all patient calls and, when necessary, referring them to the appropriate care provider. Collaborating with staff in identifying and solving problems to maximize efficiency. Resolving routine patient problems by listening, interpreting, and acting appropriately. Explaining policies and procedures to patients in a caring, and compassionate manner. Ensuring encounter forms are completed in order to obtain appropriate workload credit, verifying and updating demographics and insurance information. Working with providers in finding the clinic schedule that would best fit them, working closely with the clinic coordinators to ensure that clinics run smoothly and efficiently. Creating and updating patient letters, monitoring the telephone reminder system. Training new staff, coverage for other staff as needed, monitoring clinic coverage to ensure proper staffing. Monitoring Consult Tracking Reports for all the Specialty Clinics, monitoring of the Recall Reminder System and Return to Clinic orders, assuming clerk responsibilities wherever needed. Point of contact responsible for organizing, planning, coordinating and directing all administrative activities for the daily operation of the sections of the Specialty Clinics assigned to him/her. Maintains continual awareness of work flow throughout assigned sections of the Specialty Clinics and implements necessary changes, based upon review of actual performance measures to established goals and resolves scheduling conflicts. Works with MSAs to consolidate scheduling of clinic appointments on the same day whenever possible. Ensures and monitors timely completion of encounters at the end of each clinic and notifies the Supervisor when discrepancies occur. Maintains statistical data concerning outpatient scheduling and compliance with VA directives. Anticipates changes and cancellations to clinic profiles and notifies Supervisor so adjustments can be made. May deviate from routine processes to accommodate urgent and emergent requests, while still maintaining regular service to scheduled patients. Serves as the liaison between his/her sections of Specialty Clinics and other departments within the Medical Center. Refers technical questions regarding patient rights, responsibilities, and medical eligibility for care to the appropriate department. Assists the MSA Supervisor in the preparation of systematic reviews and analyses to enhance the effectiveness of Specialty Clinic operations and utilization of personnel. Discusses the most frequent problems encountered in his/her sections of Specialty Clinics along with recommendations outlining the advantages and disadvantages of proposed operating policy changes and other possible solutions. Assists with proposal/project implementation. Complies with the clinical documentation requirements of VA regulations, Joint Commission (JC) standards and other regulatory agency directives. Incumbent controls records, business papers, and correspondence throughout his/her sections of the Specialty Clinic, receives externally and internally generated correspondence and inquiries. Assists in investigating problems or situations that require action, such as congressional inquiries and patient abuse cases. Screens outgoing materials for proper format and assures they are assembled and addressed in accordance with appropriate regulations. Assists patients with questions, complaints and information relative to administrative procedures. Other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 25207F Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. 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 for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates. Only applicants qualifying at the GS-6 level will be considered. Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. References: VA HANDBOOK 5005/117 PART II APPENDIX G45, dated 08/01/20219 The full performance level of this vacancy is GS-06 which is the actual grade at which an applicant may be selected. Physical Requirements: The work is generally primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 Bath VA Medical Center 76 Veterans Avenue Bath, NY 14810 US
• Name: Stephen Jones
• Phone: 315-425-3791
• Email: [email protected]