The Advanced Level Medical Support Assistant (MSA) position serves as a clinic clerk and is a foundational role within Tennessee Valley Healthcare System (TVHS).

Duties

The incumbent serves as an Advanced Medical Support Assistant (AMSA) who is responsible for assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery for specialty care, ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic, develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The AMSA will work with the Lead AMSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures. The York Campus is a network referral center for mental health services, long term psychiatric care, geriatrics, and extended care. TVHS provides a full range of specialized medical services including MRI, electrophysiological studies, catheter ablations, atherectomies, stent placements, laser surgery, dialysis, CT scanning, cardiac catheterization, cardiac surgery, thoracic surgery, otolaryngology, anesthesiology, percutaneous angioplasty, diagnosis and surgical intervention of head and neck tumors, peripheral vascular surgery, digital angiography, ambulatory surgery, brainstem auditory invoked response testing, major joint prosthetic surgery, arthroscopic surgery, alcohol and drug treatment, intermediate and geriatric medicine, a geriatric evaluation management program, mammography, preventive medicine, and podiatry. The AMSA was established to ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care for specialty care services. The AMSA will review the clinics appointment schedule to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the Veterans. Develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; evaluating patient information and clinic schedule lists to determine whether a patient is vested; educating providers about shared patients who may be receiving care at multiple VA's or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service. Perform other duties as assigned. The Clinic AMSA GS-0679-6 will be given direction and guidance by the Clinic Lead MSA, GS-0679-7 and/or the Clinic Supervisory MSA, GS-0679-8.Meets the needs of customers while supporting the VA mission. Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner. Provide the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Monday - Friday, 8:00am -4:30pm Telework: Ad-Hoc Financial Disclosure Report: Not required Virtual: This is not a virtual position. Functional Statement #:PD70167F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. Basic Requirements. 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. Experience/Education Requirement 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. 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 In addition to the basic requirements above, applicants must meet the following experience: Experience. One year of experience equivalent to the next lower grade level (GS-5). Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility ; verifying and updating demographics and insurance information when [patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. 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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. References: VA Handbook 5005/117, Part II, Appendix 045. - Title 38 Hybrid Medical Support Assistant Qualification Standard, dated August 1, 2019. The full performance level of this vacancy is GS-6. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

There is no substitution of education for experience at this grade level.

Contacts

• Address Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Keziah Israel
• Phone: 404-327-1264
• Email: [email protected]