This Advanced Medical Support Assistant (AMSA) position is located in the Gene Taylor Veterans' Outpatient Clinic of the Veterans Health Care System of the Ozarks (VHSO) Health Administration Service, located in Springfield, Missouri.

Duties

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The position is located at the Gene Taylor Veterans' Outpatient Clinic in Springfield, Missouri under the Veterans Health Care System of the Ozarks (VHSO) Health Administration Service (HAS). The primary duties of the Advanced Medical Support Assistant (AMSA) may include but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, etc.) Manages a broad range of medical administration activities and patient/community relations which requires focused attention to often disparate procedures using a multitude of knowledge and skills Demonstrates technical competency in the use of multiple computer systems and software applications (i.e., PC Fax applications, VISTA, CPRS, etc.) Provides excellent customer service to all patients when communicating face-to-face, by phone or through written text Uses a high degree of tact and diplomacy in all communications with medical staff, Veterans and patients Receives and investigates patient complaints, initiates action to rectify and reports the corrective measures taken to patient Follows Standard Operating Procedures for Automated Call Distribution telephone system Questions caller to obtain enough information necessary to determine how to best assist Explains necessary test preparations to patients and records required information for the required procedure Schedules and coordinates appointments using VHA Scheduling Directive, including return visits to facilitate/condense Veteran appointments Ensures clinic appointments are blocked when physicians are on leave or for scheduled meetings/training to prevent appointment cancellations Utilizes a computer-generated appointment list to complete daily clinic activities Monitors electronic wait list to ensure clinic is operating efficiently Processes transfers to other VA facilities and private hospitals Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients Ensures co-pays and preauthorization requirements are accurately processed Promotes veteran registration for and utilization of My Health Vet (MHV) Maintains an in-depth knowledge of VA programs and regulations Possesses a thorough knowledge of HIPAA rules and regulations Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA guidelines Reviews medical provider consults, active/pending text orders, encounter reports, electronic wait list, recall list and audio care communications on a daily basis for accuracy and disposition Holds a firm understanding of Veteran eligibility and priority groups and applies them to ensure accurate VA benefits are provided Resolves complex billing and collection problems for patients Runs a variety of reports to increase clinic performance measures Conducts quality assurance/process improvement checks/studies identifying bottlenecks and initiating corrective action Provides extensive on-the-job training for any new Advanced Medical Support Assistants Work Schedule: Tuesday - Friday, 11:00 a.m. - 7:30 p.m., Saturday 8:00 a.m. - 4:30 p.m. (Note: Various schedules that may include off-tours, weekends and holidays may be available. This will be discussed during the interview process and are subject to change based on Agency needs.) Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 564-00115-F 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. Certification. None required. Physical Requirements: See VA Directive and Handbook 5019. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Medical Support Assistant (Advanced), GS-06 (a) Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes: Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; Scheduling medical appointments in a clinical setting; Performing patient support work; Providing customer service and identifying patient concerns to ensure satisfactory resolution; Advanced level of medical terminology. (b) Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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. **Resume must include hours per week for work experience credit.** References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-06. Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

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/.

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.

Contacts

• Address Fayetteville AR VA Medical Center 1100 North College Avenue Fayetteville, AR 72703 US
• Name: Stephanie Dufour
• Phone: 719-216-4458
• Email: [email protected]