The incumbent serves as an Advanced Medical Support Assistant in the Medical Specialty Team to support the Erie VA Healthcare System through scheduling CVT and other appointments. The incumbent's work impacts the administrative aspect of patient care, including; access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

Duties

Position Title: Advanced Medical Support Assistant Work Schedule: Monday- Friday 7:30am- 4:00pm or 8:00am- 4:30pm The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Duties included but are not limited to: Responsible for assuring that various aspects of training, compliance, reporting, quality assurance, and budgetary initiatives are met Identify and develop ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues Performs administrative duties requiring receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics within the assigned facility as well as other host sites. 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 Conducts daily review of active/pending consults, EWL, Recall list and Audio care communications for accuracy and disposition Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care Schedules appointments accurately in a timely manner Knowledge of Consult Tool Manager (CTM) Telework: Eligible Virtual: This is not a virtual position. 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. 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. 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, you must meet the specialized experience for the grade. Advanced Medical Support Assistant, GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Experience includes, but is not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; verifying and updating demographics and insurance information when patients check-in for appointments; coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND Demonstrated Knowledge, Skills, and Abilities. Candidates 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. 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. References: VA Handbook 5005/117, Part II, Appendix G45, MSA Qualification Standard Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records etc.). Resume Reminder: Your resume must include the following for each job listed: 1) Job title and grade level/salary. In order to show that you meet the experience requirements, you must document grades you have held and how long you have held them; 2) Duties (you must include enough detailed information to support your specialized experience); 3) Month, day and year start/end dates (e.g. 04/02/2019 to 04/13/2020); 4) Hours worked per week for all jobs listed. 5) Full Name and address of Employer 6) Name of Supervisor or Contact name 7) Complete phone number of Supervisor/Contact.

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 Erie VA Medical Center 135 East 38th Street Erie, PA 16504 US
• Name: Michael Ferlin
• Phone: 412-654-0531
• Email: [email protected]