Medical Support Assistant (Advanced)
What you'd do
The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) AMSA is a VISN based position located in VISN 4 HSA 4.3. The VISN CRH AMSA is under the general supervision of the VISN CRH Supervisory MSA. This position is responsible for the consult and scheduling management of the VISN level CRH. The VISN CRH AMSA will work directly with VISN CRH level leadership to ensure that VISN CRH consult and scheduling services are high performing and meet Veteran access principles.
Major duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo A CRH is a repository of clinical and administrative staff that serve all VA facilities within a VISN. Staff within a CRH are expected to provide interprofessional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care. The VISN CRH AMSA is responsible to ensure CRH services are completed at the highest standard and in alignment with national CRH standards. The VISN CRH AMSA will coordinate with various spoke site facility and other VISN MSA's to ensure that scheduling practices and standards are implemented across the VISN. The individual will ensure that all CRH services are utilized appropriately and follow specific CRH and telehealth, and other pertinent program office policies and procedures. The primary duties of the Medical Support Assistant (Advanced) may include but are not limited to: AMSA will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, at all times, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior. The AMSA is responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection. Incumbent promotes Veteran registration for and utilization of MyHealtheVet (MHV), an online personal health record for Veterans. Performs in- person authentication (IPA) for Veterans requesting initial access to individually identifiable health information within the MHV web-based application. The AMSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensures that the patients are electronically checked in for their appointments. Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information. This must be done promptly so the date/time stamp is accurate for each date of visit. If the information is not correct, incumbent is responsible for updating all pertinent information using the Pre-Registration Menu in VistA or VET LINK. Provides guidance, directions, and instructions to Veterans in relation to their appointments. Schedules appointment with patient input to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care". Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center, and VHA directives regarding this process. Incumbent is responsible for verifying and completing all orders that he/she transcribes. Incumbent has the ability to overbook patients within set guidelines and refers others to the appropriate person to authorize additional overbooks to the clinic. Responsible for ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record. A high degree of customer service i.e.; tact, poise, and diplomacy must be used in dealing with Veterans who may have multiple health problems and may be frustrated with the diagnostic process. A caring, compassionate, and sensitive manner is essential in all customer service contacts. Captures insurance and demographic information on all Veterans, explaining VA's role in insurance reimbursement. Accurately enters insurance information into the buffer and scans both sides of the insurance card. Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA. Work Schedule: Monday - Friday, 8:00am - 4:30pm (CST) Remote: This is a remote position Functional Statement #: 52750-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required
What you need to qualify
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: 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.) 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 for which both education and experience are acceptable. Licensure/Certification/Registration: None required. 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. 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. 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: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Medical Support Assistant (Advanced) GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Specialized experience includes, but is not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate & 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 & 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 & regulations. iii. Ability to communicate tactfully & effectively, electronically, by phone, in person, and in writing, with internal & external customers. This may include preparing reports in various formats & 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 &/or care in the community models & patient health care portals) as it relates to access to care. v. Advanced knowledge of policies & procedures associated with interdisciplinary coordinated care delivery &/or care in the community operational activities that affect patient flow & 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: Experience in scheduling packages for VA Experience in medical terminology Experience in Telehealth scheduling roles and responsibilities Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. 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. 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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