The Battle Creek VA Medical Center in Battle Creek, MI is looking to fill an Advanced Medical Support Assistant position within the Physical Rehabilitation department of Specialty Service.

Duties

The Medical Support Assistant has advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. At this level the MSA is responsible for a broad range of administrative, clerical, and scheduling duties associated with the Rehabilitation Clinics. The incumbent serves as the scheduler for the clinic and is responsible for triaging all telephone calls, responding appropriately, greeting visitors, and responding to their needs. The incumbent assures all messages are communicated in a timely manner and handles all Veteran information in accordance with provision of the Privacy Act. Schedules appointments assuring that Veterans are scheduled within a prescribed timeframe of the desired appointment date as specified by the provider, Veteran, or clinician. Completes daily review of active/pending consults using designated VA tools. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Uses designated scheduling package. Reviews schedules and ensures clinic slots are managed appropriately to maximize capacity making schedule changes, as necessary. Appointments are made with the patient's input, either in person or by phone. Return Visits are schedule following Return To Clinic orders in conjunction with Veteran preference. Maintains effective communication with Veterans, Rehabilitation Team members, providers, and supervisors when necessary. Communicates with PACT /PCP regarding consults and patient appointments. Provides follow-up calls to patients to remind them of appointments and to reschedule when clinic is cancelled. Assists with clinic access contingency plans by adjusting appointment times, location, or dates. Processes secure messages with patients and rehabilitation staff. Enters appropriate information into patient record. Screens consults for Service Agreement compliance and collaborates with rehabilitation team for medical/ clinical screening of consults. Participates in huddles or meeting with other interdisciplinary members to manage and plan patient care/flow. Performs a variety of administrative and clerical tasks associated with maintaining and supporting the work performed within the rehabilitation clinics. Tasks include scanning and filing. Monitors the appropriate use of resources within the section. Observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up and suggests resolutions to supervisor. The incumbent will possess the ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Manages the Outlook Calendars and computer clinics to assure high priority meetings and training sessions are scheduled at available times. Performs other duties as assigned including providing coverage for administrative support colleagues in rehabilitation Battle Creek at CBOC's. Coordinates follow up visits for patients needing to pick up equipment. Communicates with Prosthetics Department regarding Veteran equipment. Incumbent is expected to be aware of travel pay process and insurance card scanning, My Healthy Vet/ Secure Messaging and setting up CVT and VVC appointments. Canceled appointments occurring through text messaging will be appropriately addressed, according to standards. Answers phone and takes messages for clinical staff to avoid disruption to patient care. Cleans and disinfects equipment and spaces within the rehabilitation clinic. Greet and assist Veterans when entering clinic area. The MSA performs other duties as required. Knowledge of VA's computer programs and appropriate Microsoft Windows and Office programs. Proficient in typing and Excel. Demonstrates ability to analyze and interpret data to generate clear, precise summaries, reports, and recommendations. Demonstrates clear and accurate communication skills, both written and oral. Demonstrates reliability and accountability. Work Schedule: Monday - Friday, 7:00am - 3:30pm Telework: Available (Ad-hoc) Virtual: This is not a virtual position. Functional Statement #: 93538A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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 Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. 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). Creditable Experience: Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Grade Determinations: Medical Support Assistant (Advanced), 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]. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. 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

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 Battle Creek VA Medical Center 5500 Armstrong Road Battle Creek, MI 49037 US
• Name: Richard Bloomberg
• Phone: 269-217-1410
• Email: [email protected]