The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs 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. The Advanced MSA for Health Administration Service ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.

Duties

The Advanced Medical Support Assistant supports the Specialty and PACT Clinics at the VA Healthcare System in San Juan, P.R. The AMSA 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, patient processing and customer service. Assignments and duties at this level include, but are not limited to: Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies. Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner. Perform scheduling, canceling, re-scheduling of patient appointments and or consults. Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients. Analyzes situations to determine what decisions can be made or if advise of higher authority is needed. Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities. Updates and verifies demographic information. Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff. Maintains patient's confidential records, copies, and file documentation. Scans and enters information into VISTA, CPRS. Work Schedule: Tour of duty may vary and may require to work weekends and holidays and/or during emergency situations due to service needs. Compressed/Flexible:Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 62019F Relocation/Recruitment Incentives: 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. 12 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. 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). 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. Grade Determinations: Advance 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 due to the technical nature of language utilized by clinicians. Selective Placement Factor: Must be proficient in Spoken Spanish and English. References: VA Handbook 5005/117, Part II, Appendix G45 Dated: August 1, 2019.The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6 to GS-6.Physical Requirements: Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer. This is a Full Leve Performance GS 6

Education

THERE IS NO SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE AT THE GS-06 GRADE LEVEL

Contacts

• Address San Juan VA Medical Center 10 Calle Casia San Juan, PR 00921 US
• Name: Janet Agront
• Phone: 813-8167155 X100159
• Email: [email protected]