Advanced Medical Support Assistant (Ambulatory Care)
Duties include, but are not limited to:
Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patients eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow up and/or consult appointments. Performs basic eligibility and copays determinations and preauthorization actions. Processes emergency and non-emergency transfers to other VA facilities or private hospitals. Possess the knowledge and understanding of the guidelines associated with the Electronic Wait List. Monitors, request, scan and updates patient updates patient insurance information via insurance buffer software (ICB-NTX-live) and/or the Pre registration form. Performs pre registration via telephone during pre-appointment and pre-registration calls by proper identification of patients by requesting identifiers such as date of birth, next of kin, and full social security number. Enters information such as clinic appointment, no show, clinic or patient cancellation data into the Veteran Scheduling Enhancement (VSE) or VISTA information system(s) software. Generates a variety of documents/reports for the clinic section. Provides clinical staff with clinic availability profiles to improve and compliment Access. Informs patients about the benefits of MyHealthevet in person authentication and directs patients to areas associated with the program to be registered. Establishes and maintains office records and information, files of various types that may be needed or will assist in the efficient operation of the facility and during contingency plans. Applies knowledge of Medical Terminology. In their area of responsibility, demonstrates basic knowledge of medical terminology sufficient to communicate effectively with a variety of professional and clinical staff which may include ancillary departments and services to gain or convey information in the performance of their duties or to assist the veterans with their needs. Work Schedule:
M-F, 7:
00am to 3:
30pm or 7:
30am to 4:
00pm, Will telework 3 or more days per week. Financial Disclosure Report:
Not required 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 and Education:
One year of experience equivalent to the GS-5 grade level. English Language Proficiency. Must be proficient in spoken and written English in accordance with VA policy. Preferred
Experience:
Previous Clinical Experience. Previous Experience Scheduling:
Appointments, Cancellations, Labs, X-ray Previous Experience providing customer service and resolving informal complaints. Previous Experience Verifying and updating insurance. Previous Experience working in a team environment. Previous Experience working independently. Grade Determinations:
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 center 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 the KSAs below:
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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005 /53 Part II Appendix G45 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements:
The work is sedentary (up to 6 hours), requires walking (up to 4 hours), bending (occasional), standing (up to 1 hour) and/or pushing cart with office supplies, lifting up to 5 pounds at a time such as a case of copier paper, use of fingers, both hands required, talking on the telephone using telephone headset. The work does not require any special physical effort or ability.
Estimated Salary: $20 to $28 per hour based on qualifications.
Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patients eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow up and/or consult appointments. Performs basic eligibility and copays determinations and preauthorization actions. Processes emergency and non-emergency transfers to other VA facilities or private hospitals. Possess the knowledge and understanding of the guidelines associated with the Electronic Wait List. Monitors, request, scan and updates patient updates patient insurance information via insurance buffer software (ICB-NTX-live) and/or the Pre registration form. Performs pre registration via telephone during pre-appointment and pre-registration calls by proper identification of patients by requesting identifiers such as date of birth, next of kin, and full social security number. Enters information such as clinic appointment, no show, clinic or patient cancellation data into the Veteran Scheduling Enhancement (VSE) or VISTA information system(s) software. Generates a variety of documents/reports for the clinic section. Provides clinical staff with clinic availability profiles to improve and compliment Access. Informs patients about the benefits of MyHealthevet in person authentication and directs patients to areas associated with the program to be registered. Establishes and maintains office records and information, files of various types that may be needed or will assist in the efficient operation of the facility and during contingency plans. Applies knowledge of Medical Terminology. In their area of responsibility, demonstrates basic knowledge of medical terminology sufficient to communicate effectively with a variety of professional and clinical staff which may include ancillary departments and services to gain or convey information in the performance of their duties or to assist the veterans with their needs. Work Schedule:
M-F, 7:
00am to 3:
30pm or 7:
30am to 4:
00pm, Will telework 3 or more days per week. Financial Disclosure Report:
Not required 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 and Education:
One year of experience equivalent to the GS-5 grade level. English Language Proficiency. Must be proficient in spoken and written English in accordance with VA policy. Preferred
Experience:
Previous Clinical Experience. Previous Experience Scheduling:
Appointments, Cancellations, Labs, X-ray Previous Experience providing customer service and resolving informal complaints. Previous Experience Verifying and updating insurance. Previous Experience working in a team environment. Previous Experience working independently. Grade Determinations:
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 center 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 the KSAs below:
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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005 /53 Part II Appendix G45 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements:
The work is sedentary (up to 6 hours), requires walking (up to 4 hours), bending (occasional), standing (up to 1 hour) and/or pushing cart with office supplies, lifting up to 5 pounds at a time such as a case of copier paper, use of fingers, both hands required, talking on the telephone using telephone headset. The work does not require any special physical effort or ability.
- Department:
0679 Medical Support Assistance - Salary Range:
$41,952 to $54,539 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
