The Advanced Level Medical Support Assistant (MSA) position serves as a clinic clerk and is a foundational role within Tennessee Valley Healthcare System (TVHS). Health Informatics.

Duties

The incumbent serves as an Advanced Medical Support Assistant (AMSA) who is assigned to perform general AMSA duties as a member of a Referral Coordination Team (RCT) / Consult Scheduling Team (CST). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community. RCT ASMAs will schedule VA or community care appointments based on Veteran eligibility and preference in a timely manner. The RCT AMSA coordinates and works collaboratively with the referral coordination team, facility community care program, the Patient Aligned Care Teams (PACT) and Specialty Care clinicians, and other staff within VA and outside VA. The RCT AMSA is responsible in ensuring accessible care to meet patient needs. The RCT AMSA is responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, re-schedule patient's appointments and/or consults. The RCT AMSA is responsible for: entering no-show information; monitoring the Unable to Schedule entries, preparing for clinic visits; monitoring outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Duties include, but are not limited to: - Schedules across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care. - Utilizes the community care tools admin screening triage tool, Health Share Referral Manager (HSRM), Community Provider Locator (CPL) and demonstrates knowledge of the Veterans Health Information Exchange (VHIE). - Capture the Veteran's community care appointment scheduling preferences using the Consult Toolbox (CTB) unless the Veteran decides to self-schedule. Conduct admin triage on consults/referrals when appropriate using the admin Triage Tool to identify level of care coordination. - Contact the patient and discusses options for internal/direct VA care vs. Community Care (when eligible) when the Clinical RCT determines it is appropriate, based on clinical complexity requested. Documents the discussion in the electronic medical record. - Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary - Demonstrates 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 - Schedule appointments in the community based on Veteran scheduling preferences, Community care eligibility criteria, and established community care scheduling processes when appropriate. Work Schedule: M-F 7:30am -4:00pm or 8:00am -4:30pm Telework: Not Authorized Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive: Not approved 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. Basic Requirements. 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. Experience/Education Requirement 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, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: Grade Determinations: GS-6 In addition to the basic requirements above, applicants must meet the following experience: Experience. One year of experience equivalent to the next lower grade level (GS-5). Assignments at this level include, but are not limited to: 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 agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. 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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. 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

There is no substitution of education for experience at this grade level.

Contacts

• Address Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Keziah Israel
• Phone: 404-327-1264
• Email: [email protected]