Clarification from the agency

This announcement is ONLY open to current permanent employees of Central Texas Veterans Health Care System (CTVHCS), assigned to Patient Administration Service (PAS) department.

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The incumbent's work impacts the administrative aspects of CITC including: access, scheduling and coordinating appointments following approved clinic access principles, CITC referral processing, and customer service. The AMSA plays an integral role in identifying and developing steps or processes to resolve problems related to CITC processes and systems. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems.

The incumbent performs a wide and diverse array of duties that include receiving and processing complex health and
administrative information, and coordinating CITC services for Veterans throughout the CTVHCS service area. The AMSA works collaboratively with others in an interdisciplinary care delivery setting. The AMSA is able to independently perform position responsibilities with little supervision, and demonstrates the ability to set priorities and deadlines, adjusting the flow and sequence of work to meet team and/or patient needs. The AMSA participates in regular team huddles or meetings.

Performs administrative activities associated with CITC requests/referrals to ensure all required and necessary administrative actions are completed within established time frames:

1. Screens each CITC request/referral for technical completeness, accuracy and urgency.
2. Serves as primary administrative contact and process subject matter expert for the CTVHCS CITC program.
3. Serves as a trusted resource for patients referred through the CITC program. Provides accurate information related to specific CITC providers (location, office contact, etc.), and the CITC process.
4. Receives phone calls utilizing the Automated Call Distribution (ACD) system from veterans, family members, community vendors, VA providers/sta , Choice contractor, etc., providing excellent customer service. Responds appropriately and/or ensures messages are communicated to PAS staff in a timely manner.
5. Establishes constructive and effective working relationships with office staff of CITC providers to effectively schedule appointments, resolve issues, and ensure ongoing patient (and provider) satisfaction. The AMSA maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests.
6. Establishes collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CITC requests to expedite timely approval.
7. Ensures special instructions or requirements for each request are clearly outlined prior to submitting to the CITC provider. Identifies and provides any supporting information or documentation needed for each referral. Gathers needed information and ensures information or data is sent to the provider prior to the scheduled appointment to ensure continuity of care. Facilitates immediate needs of CITC providers to obtain stat information/data so patient's care or treatment is not delayed.
8. Collaborates with CITC RNs to obtain clarification or additional needed information to process requests/referrals.
9. Establishes collaborative relationships with contractor staff for the Veterans Choice Program (Choice) to ensure efficient communication and problem resolution related to CITC requests.
   1. Utilizes the website/portal for the contractor to upload referrals, retrieve appointment information, review notifications, access results, and communicate with the contractor.
   2. Monitors status of CITC referrals submitted to the contractor to ensure action is taken within established time frames.
10. Maintains an efficient suspense system for effective and timely follow-up of each consult submitted to the CITC program. Completes daily reviews of active/pending and scheduled consults for accuracy, action, and disposition.
11. If requested care cannot be provided through the Choice contractor, submits request for the care through the Fee Basis Claims System (FBCS) software package.
12. Selects the correct category of care, fund control point, time frame for care, and dollars to tie obligated for each request. Clearly outlines the authorized services (procedure, exam, test, medications), and number of visits approved by the CITC RN.
13. Ensures all CITC authorizations are transmitted to the identified CITC care provider or contractor. Develops and transmits a complete packet of information for each CITC consult for tracking purposes.
14. Schedules non-count CITC appointments using VISTA/VSE scheduling options. Complies with mandatory training requirements for the outpatient scheduling process. Completes the scheduling process by checking out patients once appointments have been completed.

Work Schedule: Monday through Friday; 7:00 a.m. to 4:00 p.m. or 8:00 a.m. to 4:30 p.m.
(Schedules are selected by the service, according to patient care needs)

Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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.
  • 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.
• Certification. None required.
• Requirements. See VA Directive and Handbook 5019.
• English Language Proficiency. MSAs must be proficient in spoken and written in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grade Determinations: Applicant must meet the Basic requirement, the Specialized Experience and demonstrate all the required Knowledge, Skills, and Abilities for the position:

Medical Support Assistant (Advanced), GS-06:

• Specialized Experience. One (1) year of specialized experience equivalent to the GS-05 grade level.
  • Qualifying experience includes but may not be limited to: MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical sta on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate sta inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling 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 sta 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 all of 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 in 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.

References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679.

The full performance level of this vacancy is a GS-06.

Physical Requirements: See VA Directive and Handbook 5019.


DUTIES CONTINUED:
(13) Follows established processes related to release and confidentiality of veteran information. Collaborates with CITC providers to resolve issues related to these areas. Ensures accurate accounting of released records in accordance with Privacy regulations and requirements.

(14) Receives documentation related to CITC requests. Notates receipt on the correct consult/note and uploads information into the veteran's record, ensuring accuracy in attaching the results to the correct CITC consult, etc.

(15) Serves as a subject matter expert related to the CITC program.

1. Provides information and education to VA and NonVA staff regarding the CITC Program.
2. Provides extensive information and education to VA clinical and non-clinical staff to promote understanding and compliance with program requirements and time frames. Examples include required supporting documentation for each type of request (i.e., current/previous MRI or Imaging studies, current lab values, biopsy results, etc.).

(16) Identifies issues for process improvement and actively participates in service or center-level process improvement
activities/teams.

(17) Utilizes various computer equipment (double screens, lap tops, cell phones), so??ware packages and systems (FBCS, VISTA/VSE, Microsoft Office, CPRS) and troubleshoots minor problems. Assists peers in troubleshooting problems or issues with software or systems used on a daily basis.

(18) Remains proficient and abreast of changes in processes and procedures involved in CITC by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develops and maintains expertise to serve as a resource within area of assignment.

(19) Performs a full range of administrative support functions. Manages CITC correspondence (authorization notification, request for clinical documentation, telephonic triage, appointment follow-up) and prepares reports, memorandums and outgoing correspondence utilizing Microsoft Office software. The AMSA demonstrates proficiency in written correspondence (spelling, grammar, and punctuation).

(20) Demonstrates proficiency in applying ethical principles for self and others, serving as a resource and advocate in the protection of Veteran/family and staff rights.

(21) Follows established guidelines for medical record management involving release of information.

(22) Identifies ways to resolve problems/needs and facilitates achieving of desired outcomes.

(23) Performs other duties as assigned to accomplish the mission of the program or the service.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.


Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.