The incumbent serves as an Advanced Medical Support Assistant in the Community Care Patient Aligned Care Team (PACT) at the Hershel "Woody" Williams Medical Center in Huntington, WV. The Hershel "Woody" Williams Medical Center is an 80-bed hospital with an extensive outpatient program and active affiliation with the Marshall University School of Medicine.

Duties

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs care coordination duties, and customer service for the proper and timely treatment of patients. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members bot in person and on the phone. The Advance Medical Support Assistant can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Advanced MSA participates in the daily team huddles and weekly team meetings where patient care planning and management occur. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to Community Care scanning staff. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare benefits. The ability to distribute and balance the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Directs work of Community Care employees in the absence of the supervisor. Frequent changes to VHA directives, regulations and local policies require constant coordination to ensure compliance and standardization. Incumbent may conduct special audits, studies or surveys to be utilized in the development of procedures and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Prepares a wide variety of administrative reports and documents for supervisor/Community Care. Conducts patient/employee surveys, interviews, observes workflow; guides patients through the Community Care process, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments in a timely and accurate manner. All appointments will be made with the patient's input. This may require a high level of coordination to avoid patients having to make multiple trips whenever possible. Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services, in order, to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. Incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning Veterans entitlements and VA benefits, access to care and advanced community care access. The work requires the ability to work in a busy environment, multi-task, and lead to produce results, ensure compliance, as well as process and follow up on a very high volume of phone calls from patients inquiring about appointments or follow up care. The work requires a high degree of judgement, fact finding, and coordination with people at various levels (patients, management, VISN). Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. 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 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. Experience and Education: 1. Experience. 6 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. 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: Advanced Medical Support Assistant GS-6 Grade Level: Experience: One year of experience equivalent to the [GS-5] grade level. Experience is defined as experience that includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Candidates must also be able to demonstrate the following Knowledge, skills, and abilities for the GS-0679-6 level to qualify for this position: 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. 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 and abbreviations References: VA Handbook 5005/117, Part II, Appendix G45 Dated: August 1, 2019 The full performance level of this vacancy is a GS 06. The actual grade at which an applicant may be selected for this vacancy is a GS 06. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Huntington VA Medical Center 1540 Spring Valley Drive Huntington, WV 25704 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]