This position serves as the Lead Medical Support Assistant (MSA) for the Surgical Care Service within the Richmond VA Health Care System. As a Lead MSA, is responsible for scheduling requests(consults) daily, enters multiple CPRS notes, provide scheduling data to the service chief, complete required MSA training, support My Healthy Vet inquiries, and many have collateral duties as timekeeper. This announcement is open to current permanent VISN 6 VHA employees only.

Duties

Duties include, but may not be limited to the following: Duties include but are not limited to:The MSA works collaboratively in an interdisciplinary coordinated care delivery model and assists the clinical providers in coordinating certain administrative details, appointment schedules and clinic consult services; customer service and other duties assigned for the proper and timely treatment of patients and maintain appointment schedules for multiple Community Care clinics. Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 agreement, collaterals, research patient, VA employee, etc.) Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number. He/she must use each interaction with the patient to validate and update patient demographic information, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Promotes veteran registration for and utilization of My HealtheVet (MHV).As first line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members. Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. Responsible for generating authorizations for pre-authorized outpatient, unauthorized, inpatient and emergency care claims, while making eligibility determinations for the various programs in Community Medical Care. Required fund of knowledge for generation of authorizations is multi-faceted in that incumbent must generate authorizations across several systems: the Veterans Health Information Systems and Technology Architecture (VistA), the Fee Basis Claim System (FBCS), Computerized Patient Record System (CPRS) and Health Share Referral Manager (HSRM). Works closely with utilization review to ensure proper authorizations are issued and appropriate correspondence is sent to vendors. Acts as a liaison between the veteran and the vendors with regard to Community Medical Care section and VA clinical services and/or primary care services. Utilizes FBCS and VistA to manage and coordinate appointment management with the creation of authorizations as outlined by the Community Care Coordination national SOPs. Works to resolve issues with veterans, vendors and clinical staff to ensure appropriate care is scheduled and authorized at Community Care facilities. Work Schedule: Full-Time, Monday - Friday, Rotating Schedule 8:00am - 4:30pm (schedules will vary; may be required to work weekends, evenings, and holidays depending on department need) Telework: Adhoc Virtual: This is not a virtual position. Position Description/PD#: Lead Medical Support Assistant/PD000000 Relocation/Recruitment Incentives: Not Authorized

Requirements

Qualifications

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. Grade Determinations: In addition to the basic requirements, completion of 1 year of progressively complex experience equivalent to the next lower grade level (GS-6) directly related to the position being filled which demonstrates knowledge, skills, abilities and other characteristics that are directly related to the specific assignment. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005 Appendix G45. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Central Virginia VA Health Care System 1201 Broad Rock Boulevard Richmond, VA 23249 US
• Name: Nassar Brisker
• Email: [email protected]