The Advanced medical administrative support (MSA) position is a foundational role within the Telehealth programs. The incumbent performs duties related to coordination and schedule management of telehealth modalities including Store and Forward Telehealth (SFT), and Clinical Video Telehealth (CVT) in multiple locations and interdisciplinary services. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information.

Duties

Major Duties Include but are Not Limited to: Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for numerous outpatient clinics; Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, Clinical Pharmacist, and other administrative and professional staff throughout the Medical center; Schedule patients and providers in the Telehealth Scheduling Platforms and is able to update data and maintain Telehealth Scheduling requirements for all telehealth modalities/programs assigned by supervisor and/or service leadership; Coordinating communications during the inpatient to outpatient discharge interface, communicating with non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team, developing and managing a system for tracking needed follow up care (consults, tests, etc.) and communicating with the patient and team as necessary; Participates in the daily team huddles and weekly team meetings where patient care planning and management occur; 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; Processes Incomplete Encounter Reports, identifying Telehealth outpatient encounters that have not passes the validation checks to receive workload credit; Uses various VHA databases to extract, categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel; Develops and maintains specific reports used by the team to monitor, track and trend care delivery as well as participating/leading quality improvement efforts focused on cost, access, quality and satisfaction. Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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: 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. Certification: None required. Physical Requirements: See VA Directive and Handbook 5019. English Language Proficiency: MSAs must be proficient in spoken and written 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: Applicant must meet the Basic requirement, the experience and demonstrate all the required Knowledge, Skills, and Abilities for the position. Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. Experience equivalent to the GS-5 grade level includes but is not limited to: Interacting with both internal and external customers; Establishing and maintaining medical outpatient and inpatient charts as well as administrative records; Obtaining medical information from patients; Coordinating information and actions related to patient care and services; Scheduling appointments; Coordinating information and actions related to patient care and services; and Knowledge of and ability to apply policies and procedures associated with operational activities that affect patient flow process. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: a. 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. b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. c. 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. d. 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. e. 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. f. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Extensive prior Telehealth scheduling experience Telehealth Equipment Experience VVC Test Call Experience 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-6. Physical Requirements: The work is mostly sedentary and is performed in a clinic responsible for treating patients with a wide variety of medical problems. Normal safety precautions and practices are required for working in a healthcare environment. This position requires emotional ability to deal effectively with multi-tasking and high volume of patient flow. Other physical demands include daily intermittent walking, standing, 'stooping, reaching, bending, stretching, walking, and carrying light loads of supplies.

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.

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

Contacts

• Address Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]