Advanced Medical Support Assistant, VISN 8 Clinical Contact Center
Advanced Medical Support Assistant duties consist of but are not limited to the following:
Assists Veterans with scheduling appointments with clinical providers. Serves as a customer service relations provider and assists in the resolution of Veterans' concerns. Responsible for the validation of patient demographic and insurance information. Independently prioritize callers and makes Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Provides guidance to section staff members to include changes in policies and procedures. Monitors the status and progress of work and makes necessary adjustments in accordance with established priorities. Ensures all training requirements are met. Develops and/or maintains effective and efficient communication with the patient and follow Clinical Contact Center Staff. Provides expert advice on specific tasks (missed opportunities, non-vested/vest patients, workload credit for encounters and consults) procedures associated to the HAS section, and policies. Trains unit members in the accomplishment of new tasks or projects. Work Schedule:
The Incumbent will work various day shift tours between 7am- 5pm which can include weekends and holidays. Financial Disclosure Report:
Not required Telework Eligible:
no To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/30/2020. 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- 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. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Preferred
Experience:
Scheduling consults/VA video connect Virtual Teams Environment VA Call Center Experience Researching Medical Terminology Multi-tasking Providing 5 Star Customer Service Experience - One (1) year of experience equivalent to the next lower (GS-05) grade level. As a general rule, education is not creditable above GS-05. However, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position. 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 at the GS-05 level. NOTE:
TO QUALIFY FOR THE GS-06 LEVEL, YOU MUST POSSESS AT LEAST ONE (1) YEAR OF SPECIALIZED EXPERIENCE EQUIVALENT TO THE GS-05 LEVEL AS DESCRIBED IN THE FOLLOWING KSAS. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities at the GS-06 level. 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. References:
VA Handbook 5005/117 The full performance level of this vacancy is GS-6. Physical Requirements:
The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assists Veterans with scheduling appointments with clinical providers. Serves as a customer service relations provider and assists in the resolution of Veterans' concerns. Responsible for the validation of patient demographic and insurance information. Independently prioritize callers and makes Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Provides guidance to section staff members to include changes in policies and procedures. Monitors the status and progress of work and makes necessary adjustments in accordance with established priorities. Ensures all training requirements are met. Develops and/or maintains effective and efficient communication with the patient and follow Clinical Contact Center Staff. Provides expert advice on specific tasks (missed opportunities, non-vested/vest patients, workload credit for encounters and consults) procedures associated to the HAS section, and policies. Trains unit members in the accomplishment of new tasks or projects. Work Schedule:
The Incumbent will work various day shift tours between 7am- 5pm which can include weekends and holidays. Financial Disclosure Report:
Not required Telework Eligible:
no To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/30/2020. 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- 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. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Preferred
Experience:
Scheduling consults/VA video connect Virtual Teams Environment VA Call Center Experience Researching Medical Terminology Multi-tasking Providing 5 Star Customer Service Experience - One (1) year of experience equivalent to the next lower (GS-05) grade level. As a general rule, education is not creditable above GS-05. However, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position. 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 at the GS-05 level. NOTE:
TO QUALIFY FOR THE GS-06 LEVEL, YOU MUST POSSESS AT LEAST ONE (1) YEAR OF SPECIALIZED EXPERIENCE EQUIVALENT TO THE GS-05 LEVEL AS DESCRIBED IN THE FOLLOWING KSAS. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities at the GS-06 level. 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. References:
VA Handbook 5005/117 The full performance level of this vacancy is GS-6. Physical Requirements:
The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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