Adv Med Support Assistant - Bath, United States - Veterans Health Administration
Description
Summary
The incumbent serves as an Advanced Medical Support Assistant (AMSA) under the scheduling section of the Health Administration Service (HAS) for the Finger Lakes VHA in support of the Bath VAMC.
They may be assigned to a VHA Patient Aligned Care Team (PACT), Behavioral Health Interdisciplinary Program (BHIP) Mental Health Team, Ancillary Services, Call Center Team, Medical Services, or a Specialty Care Setting within the VA Finger Lakes.
Qualifications
Basic Requirements:
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 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
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.
Sprograms
Physical Requirements
See VA Directive and Handbook 5019
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.
jMay 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:
In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates
Only applicants qualifying at the GS-6 level will be considered
Medical Support Assistant (Advanced), GS-6 Experience
One year of experience equivalent to the GS-5 grade level
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.)
Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community)
For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
Demonstrated Knowledge, Skills, and Abilities
Candidates must demonstrate all of the KSAs below: i
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
ii
Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
iii
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
iv
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
v
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
vi
Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
References:
VA HANDBOOK 5005/117 PART II APPENDIX G45, dated 08/01/20219 The full performance level of this vacancy is GS-06 which is the actual grade at which an applicant may be selected
Physical Requirements:
The work is generally primarily sedentary
Physical demands do not exceed those of a typical office setting
There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items
Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset
In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
Duties
"Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.
Advises clinical staff on current administrative processes.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.
Utilizes specialized administrative judgment and flexibility in the 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.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; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.
Monitors 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.).
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.
Develops 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.).
Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.Identifies incomplete encounters and communicates findings to providers.
As needed, assists the team to reinforce the plan of care and self-help solutions.
Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
Manages patient systems to verify and validate accuracy and resolve issues.
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).
Other duties as assigned.Work Schedule:
Monday - Friday 7:30am - 4:00pm Telework:
Not Available Virtual:
This is not a virtual position.
Functional Statement #: 37141F Relocation/
Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required"