The incumbent serves as an Advanced Medical Support Assistant (AMSA) within Telehealth Service for the Battle Creek VA Medical Center and it's CBOCs, as well as rural outreach programs. The position falls under Health Informatics-Telehealth Service.

Duties

Major duties include, but are not limited to: Providing support to all the programs, resulting in a great deal of skill in communication, coordination of workload and needs and ability to function autonomously. 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. Responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. Plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Acting as the first point of contact for Veterans involved with one of the ACNS, either face-to-face, telephonically, or CVT requiring excellent customer service skills. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. 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. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic time frames: daily review of active/pending consults; EWL; Recall list and communications for accuracy and disposition. Coordinates administrative services for Veterans, family members, caregivers, and public, administrative, and clinical staff to ensure continuity of inpatient and outpatient care. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Conducts 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. Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. May also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit. Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Regularly works 3 or more days per pay period; will be required to report on station to BCVAMC at least twice per pay period. Virtual: This is not a virtual position. Functional Statement #: 91960-A 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. 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 Requirements: Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Grade Determinations GS-06: Experience: One year of experience equivalent to the GS-05 level. 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 The full performance level of this vacancy is GS-06. Physical Requirements: The work is sedentary in nature. Typically, the employee sits comfortably to do the work, However, walking; standing; bending; carrying of light items such as papers, books, small parts; or driving an automobile, may be required. No special physical demands are required to perform the work.

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 Battle Creek VA Medical Center 5500 Armstrong Road Battle Creek, MI 49037 US
• Name: Carol Phillips
• Phone: 765-251-1129
• Email: [email protected]