The Medical Support Assistant (Advance) for Medical Administration Service (MAS), Emergency Medical Section, Central Texas Veteran Health Care System (CTVHCS), Temple Texas. The incumbent performs higher level duties of significant scope, administrative independence, complexity; operating collaboratively with the interdisciplinary patient care team.

Duties

Receptionist (20%) Triages phone calls in a courteous and timely manner: Obtains identifying information and nature of the call. Responds to caller's needs with deference to HIPAA and Privacy Act or directs caller to appropriate party. Applies local policy and established clinical processes to interpret, identify and expedite urgent messages/patient results to ensure the right information reaches the right person at the right time. Records and relays messages as necessary. Provides information regarding unit, clinic and hospital policies, procedures and locations to Veterans, family members, and internal customers in a manner consistent with capabilities of the intended audience. Assists Veterans afflicted with a range of physical limitations. Recognizes and deescalates disruptive behavior, elicits cooperation from agitated, combative, disoriented, and uncooperative Veterans utilizing creative, advanced, interpersonal skills and persuasive methods that elicits cooperation, restores trust and achieves the desired result of providing appropriate patient care. Identifies systems level impediments to a positive Veteran Experience, works with administrative and clinical staff within the ED and across medical and administrative service lines to develop and implement solutions. Patient Flow Coordination (40%) Responsible for patient intake for the ED. Verifies benefit eligibility determinations for medical care, ensures that ED complies with agency guidelines and Emergency Medical Treatment and Active Labor Act (EMTALA). Verifies and collects private insurance information, updates information in the Insurance Capture Buffer (ICB) web application, as required. Verifies and collects demographic information and updates VISTA database. Directs Veterans that require means testing to the appropriate location. Coordinates with Eligibility Section and Administrative Officer on Duty (AOD) to facilitate the enrollment of traveling Veterans, non-enrolled Veterans, and humanitarians seeking emergency care. Assists triage nurse in managing the clinic access contingency plan by coordinating with outpatient primary care, walk-in and specialty clinics, making same-day appointments, and providing guidance on specific clinic scheduling guidelines in an effort to ensure timely access to care. Monitors patient flow for the clinic through the EDIS web application. Monitors the local EMS XchangER web application and notifies the charge nurse of incoming ambulance traffic. Coordinates patient care during the ED visit by arranging imaging services and other diagnostic testing, arranging internal transport, and managing provider consult requests. Identifies impediments to patient flow and patient access and works directly with physicians, physician assistants (PA), nurses, advanced registered nurse practitioners, dietitians, and social workers within the ED and across multiple departments in real time to define the problem, and develop and implement a solution. Oversees the inter-facility transfer process for ED patients and Mental Health patients being seen in the ED. Coordinates with outside external facilities when required services are unavailable or internal capabilities are exceeded. Assures the timely and thorough completion of the normal transfer paperwork, ensuring the physician completes patient care documentation, Non Veteran Affairs Care (NVCC) Consult, Interfacility transfer note, and the Patient Consent to Transfer form, obtains patient consent for release of information and assures any labs, radiologic study discs, imaging reports, and patient belongings accompany the patient to the other facility. . Arranges follow up appointments by scheduling post-ED follow-up appointments with Veterans' Primary Care provider in accordance with VA Scheduling Directive. Administrative (30%) Protects the integrity of the agency by ensuring that all patient belongings and cash on-hand are secured and inventoried correctly by nursing staff in accordance with local policies and procedures. Represents Administrative unit during daily & weekly team huddles, providing input in problem solving/performance improvement on operational issues or procedures, performing administrative follow up actions and independently following up on identified action plans in collaboration with clinical staff, internal departments, and external partners. Maintains and manages the ED's pending work-orders list, inputs and follows up on pending work-orders for the ED. Operates as the unit-level expert on scheduling directives, administrative processes and policies. Performs back-up timekeeper duties. Work Schedule: 7:30 a.m. - 4:00 p.m. or 3:30 p.m. - 12:00 a.m. (midnight), rotating weekends and holidays Functional Statement #:50331-Fistance. Learn more Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

Basic Requirements: a. Citizenship. 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.). b. 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. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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). Grade Determinations: Medical Support Assistant (Advanced), 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). (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. ii. 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. Preferred Experience: Customer service/interpersonal skills (Face-to-Face, telephone, written) 1+ years experience working in administrative/clerical setting 1+ years experience in office automation (ability to use and navigate between various types of office equipment and software) Organization skills Multitasking skills Adaptability References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard dated August 1, 2019. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]