Clarification from the agency

This announcement is open to veterans, veterans with preference, and the all US Citizens. (In order to adjudicate veterans preference, veterans documents must be submitted).

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The teamlet provides most of the healthcare needs for an assigned panel of patients. The teamlet works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dietitians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs.

The incumbent 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 list, per provider's request, 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. 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 may overbook patients within set guidelines on the provider's clinic profile. Must contact the provider to overbook patients past the authorized number indicated on the provider's clinic profile.

Incumbent is responsible for processing first party requests and ensuring forms are complete and accurate. Receives outside correspondence (fax, letters, etc.) from outside agencies requesting provider's actions for patient care and forwards to the appropriate agency for action. 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.

Scans and indexes materials accordingly into CPRS VistA Imaging, on a timely basis and within established guidelines, and makes the proper disposition of documents. After the scanning and indexing process is complete, the incumbent will review the quality of scanned documents to ensure integrity of scanned images.

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. May be required to follow a "script" when communicating with Veteran patients in-person and over the telephone.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.

The AMSA supports patient safety standards through correct identification of all patients through use of two forms of identification, in accordance with current CTVHCS policies. Incumbent must use each interaction with the patient to validate and update patient demographic information, whether in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Receives telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments.

Work Schedule: Monday through Friday; 7:30 a.m. to 4:00 p.m. or 8:00 a.m. to 4:30 p.m.
(Schedule is determined by the service, in accordance with the needs of patient care).
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

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:

• 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.
• Physical 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, specialized experience and demonstrate all the KSA's described below:

• 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 staff on current administrative processes. The MSA is 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. 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 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 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.

Assignment:

The AMSA 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. MSA's 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.

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

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

Physical Requirements: See VA Directive and Handbook 5019.

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.