The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Patient Aligned Care Team) and performs receptionist duties, scheduling duties, customer service and other duties as assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics at the Albany VA Medical Center.

Duties

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Patient Aligned Care Team) and performs receptionist duties, scheduling duties, customer service and other duties as assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must 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. 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. The MSA is able to 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 incumbent notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Performs daily review of active/pending consults, physician encounters, EWL, Recall Reminder list, Return to Clinic list, Audiocare, VEText, VA Online Scheduling (VAOS) and other patient and provider communications for accuracy and disposition. The Advanced MSA ensures that all insurance and demographic information is verified when the Veteran presents for his/her appointment. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient 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 work flow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee is fully engaged. 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. Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Clinic Practice Management leader, generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals when applicable and appropriate, 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 and utilizes the EWL, Veteran's Choice Program, and any other access initiative as they are developed accurately in a timely manner. 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. The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients or management,). Incumbent may be asked to perform timekeeping duties for their section. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. ***Performs other related duties as assigned*** Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21252-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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: GS-6 Experience. One year of experience equivalent to the [GS-5] grade 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]. 8 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. Preferred Experience: One year of scheduling experience References: VA Directive and Handbook 5005, Part II, Appendix G45 The full performance level of this vacancy is GS-06. Physical Requirements: See VA Handbook 5019

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 Samuel S Stratton VA Medical Center - Albany 113 Holland Ave Albany, NY 12208 US
• Name: Victoria Anthony
• Email: [email protected]