The incumbent works for VA Community Care (VACC), which is a service aligned with the Chief of Staff (COS) within the VA San Diego Healthcare System. This is a high level AMSA position. Patient care is delivered in a team based model. Members of a team may include Lead Medical Support Assistants, Program Support Assistants (PSA), Registered Nurses (RN) and AMSAs.

Duties

Care in the Community (CitC). The local VA Community Care Service coordinates pre-authorized clinical services for Veterans outside the VA San Diego Healthcare System. The incumbent is responsible for generating pre-authorizations for medical care outside of the VA. The employee schedules medical appointments with community providers and documents all information in the appropriate VA systems. The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure. The work involves several processes such as recording, reviewing, compiling, and interpreting medical data and information incidental to a variety of patient care and treatment activities. Variations in work result from changing priorities which frequently depend upon the urgency of the situation. Incumbent must use a high degree of tack, poise, empathy, diplomacy and compassion dealing with veterans; families, caregivers, fellow co-workers and hospital staff. The duties of this position vary widely requiring utilization of different processes and methods to accomplish this work. The work involves questioning of patients or their representatives to collect data for administrative processing of medical examinations, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient treatment work-up in compliance with VHA scheduling directives and HIPAA regulations Typical duties include but are not limited to: Scheduling, canceling, re-scheduling patient's appointments and/or consults. Consult/referral management. Answering and handling incoming and outgoing telephone calls from patients, providers, and VA staff. Entering no-show information. Establishing and maintaining medical outpatient and inpatient charts as well as administrative records. Monitoring both inpatient and outpatient appointments for areas of responsibility. Obtaining medical information from patients. Coordinating information and actions related to patient care and services. Ensuring encounter forms are completed in order to obtain appropriate workload credit. Verifying demographics and enrollment information. Coordinating care with providers outside of the VA San Diego Healthcare System (VASDHS). Requesting medical records from providers outside of the VA San Diego Healthcare System (VASDHS). Processing all emergency and non-emergency transfers to other VA facilities or private hospitals. Other duties as assigned. Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency) Telework: Not Authorized Virtual: This is not a virtual position. 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. 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). GS-6 Advanced MSA Experience; In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities (KSAs): 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. 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.). Other assignments at this level include, but are not limited to: Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate. Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifies incomplete encounters and communicates findings to providers; as needed. Assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e. those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.

Education

No Educational Substitute

Contacts

• Address San Diego VA Medical Center 3350 La Jolla Village Drive San Diego, CA 92161 US
• Name: Nancy Parks
• Phone: 361-910-3699
• Email: [email protected]