The applicant serves as an Advanced Medical Support Assistant (AMSA) in the Health Benefits and Enrollment Office and is primarily responsible for determining eligibility and entitlement to VA healthcare benefits to include interviewing patients applying for medical benefits.

Duties

Functions or Scope of Assigned Duties: The applicant will be the first point of contact for complex calls. Extensive knowledge of the medical center policies and directives is required to respond to inquiries from Veterans, staff, and other agencies regarding applying for health care, eligibility. The applicant will receive incoming calls from patients, family members, and outside agencies. They will independently use and navigate through Veterans Health Information Systems, technology architecture (VISTA) and the electronic health record (CPRS) obtaining and identifying information while determining the nature of the call. The full performance level AMSA will know how to properly document notes in the patient's electronic health record and relay messages and direct calls appropriately. The applicant verifies eligibility and entitlement for benefits of all applicants using various methods including income assessments, military discharge documents, Veterans Information Solution (VIS), Veterans Enrollment System (VES), Common Security Employee Manager (CSEM), Veterans Benefits Management System (VBMS), and other means and communication avenues to VA and external entities. The applicant manages catastrophic disability and hardship requests. The process of verifying eligibility is complex and criteria differ for each type of benefit applied for. The applicant advises Veterans of their entitlement for multiple medical benefits and discusses co-payment requirements of Veterans discretionary categories. Tact, diplomacy, and privacy are required to explain complicated laws in this area. The applicant accurately generates patient data card requests for Veterans applying for care using the Veterans Identification Card (VIC) system, Veteran Health Identification Card (VHIC) system, and other systems as necessary. The applicant reviews enrolled patient information to perform updates to health insurance data, income assessments, pharmacy co-pay exemptions as mandated by law. Applicant completes all assigned applications to ensure that Veterans are enrolled timely. The applicant is responsible for monitoring the NEAR list and scheduling new patient appointments in accordance with VHA directives, established guidelines, and local policies. Work Schedule: 7:45am to 4:30pm Monday - Friday Telework: Not Available Virtual: This is not a virtual position. 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 Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Medical Support Assistant GS-6 (a) Experience. One year of experience equivalent to the [GS-5] grade level. (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.). Other assignments at this level include, but are not limited to: [processes 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]. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i- 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.] li- [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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]. iv. 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. V. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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: Preferred Experience: Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS 5. The actual grade at which an applicant may be selected for this vacancy is GS 6. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required.

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 Salem VA Medical Center 1970 Roanoke Boulevard Salem, VA 24153 US
• Name: David Masterson
• Phone: 540-982-2463 X2503
• Email: [email protected]