This Medical Support Assistant (Advanced), also referred to as an Advanced Medical Support Assistant (AMSA), position is part of the Referral Coordination Team (RCT) in the Chief of Staff office of the Overton Brooks VA Medical Center located in Shreveport, LA.

Duties

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The Referral Coordination Team (RCT) Advanced Medical Support Assistant (AMSA) works collaboratively with the RCT facility OCC program, the Patient Aligned Care Team (PACT) and Specialty Care clinicians and other staff within VA and outside VA. The RCT AMSA is responsible for interpreting and verifying clinical RCT member guidance and/or provider orders in accordance with the VHA national scheduling guidelines to schedule, cancel, re-schedule patient's appointments and/or consults. The RCT AMSA is responsible for: monitoring the Unable to Schedule entries; monitoring outpatient appointments for areas of responsibility and other areas as assigned; ensuring timely action is taken on referrals, verifying and updating demographics, verifying basic eligibility. The RCT AMSA may be asked to enter no show information. Duties may include, but are not limited to: Performing assigned duties that promotes quality health care, outstanding customer service, and the maintenance of an environment serving the Veteran. Reporting any backlogs and difficulties in meeting deadlines. Scheduling appointments and consults for the patient and manages worklists as outlined in VHA policy. Maintaining the consult tracking package. Determining Mission Act/Community Care eligibility by running the Decision Support Tool (DST). Ensuring maximum utilization of clinic appointments by filling open appointment slots as cancellations occur. Collecting data required for Means Tests and enters accurately in Vista in the appropriate system to assure maximum third-party reimbursement and priority status. Utilizing various software, hardware system products, and data portals used to transfer, and capture information electronically used in the support of the daily operation of the RCT and/or Specialty clinics. Participating in the RCT huddles and other meetings as requested. Providing clinic scheduling information to clinical RCT staff as requested. Assuring that all telephone calls are handled in a prompt and courteous manner. Ascertains the nature of the call and determines the appropriate action. Assisting with requests for information from patients and/or staff members, and refers individual to the appropriate person or service. Relaying messages to team members when appropriate. Ensuring confidentiality of the variety of material that will be handled by the organization's rules and regulations governing confidentiality, and governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV). Contacting the patient and discusses options for internal/direct VA care vs. Community Care when the Clinical RCT determines it is appropriate, based on clinical complexity requested. Demonstrating understanding of the purpose of the Standard Episode of Care (SEOC) and applies appropriate SEOC when the admin triage tool indicates a basic level of care coordination. Scheduling appointments in the community based on VA scheduling preferences, Community care eligibility criteria, and established community care scheduling processes when appropriate. Conducting admin triage on consults/referrals when appropriate using the admin Triage Tool to identify level of care coordination. Canceling and processes referrals/consults based on VHA directives and SOPs. Reviewing RCI/RCT and OCC guidebooks and applies knowledge to consult management process. Work Schedule: Monday - Friday; 8:30am-5:00pm. To be discussed at interview. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care Telework: This is a regular and recurring telework position of 3+ days a week. Details will be discussed during the interview process. Virtual: This is not a virtual position. Functional Statement #: 667-00741-F Permanent Change of Station (PCS): Not Authorized Financial Disclosure report: 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. 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. Certification. None required. Physical Requirements: See VA Directive and Handbook 5019. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Medical Support Assistant (Advanced), GS-06 (a) Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes: Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; Scheduling medical appointments in a clinical setting; Performing patient support work; Providing customer service and identifying patient concerns to ensure satisfactory resolution; Advanced level of medical terminology. (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.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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. Preferred Experience: Previous experience within an outpatient specialty ambulatory clinic Expertise in scheduling appointments and referral/coordination of care management. **Resume must include hours per week for work experience credit.** References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-06. Physical Requirements: Physical aspects associated with work required of this assignment are typical for this occupation, see duty section for essential duties of this position. Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

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/.

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.

Contacts

• Address Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Courtney Malbrough
• Phone: 318-294-1490
• Email: [email protected]