Medical Support Assistant (Advanced) - Community Care
What you'd do
The incumbent serves as an Advanced Medical Support Assistant (AMSA) within the Office of Community Care (OCC) of the VA Texas Valley Coastal Bend Health Care Systems (VATVCBHCS). The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.
Major duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major Duties Include: Incumbent provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. 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. 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 Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. Integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Incumbent is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. Work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. Frequent visits to off-site clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. Incumbent may be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives. Work Schedule: Monday-Friday, 8:00am-4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or 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 (many federal insurance programs can be carried into retirement) Telework: This is not a telework position Virtual: This is not a virtual position. Functional Statement #: 52562F Permanent Change of Station (PCS): Not Authorized
What you need to qualify
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: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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: Experience: One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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: 12-month Experience performing advanced administrative support in a clinical environment. Includes scheduling, coordinating appointments across multiple clinics or specialties, managing patient flow, and ensuring appointment readiness. 12-month Experience communicating and collaborating with interdisciplinary clinical teams. Such as physicians, nurses, social workers, pharmacists, case managers, and other allied health staff to support patient care coordination 12-month Experience providing customer service in a healthcare setting. Handling face-to-face and telephonic interactions with veterans and families; resolving concerns; managing difficult, angry, or dissatisfied patients; and maintaining professionalism under stressful conditions 12-month Experience updating and verifying demographic and insurance information. Including explaining insurance collection requirements and contributing to revenue cycle activities by identifying third-party insurance coverage Proficiency using healthcare electronic systems Experience entering, validating, retrieving, and resolving issues within EHR systems such as consult management systems. 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-06. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06 . 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.
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