The local VA Community Care department is the 'clinic' that coordinates all patient services for Veterans outside the VA Healthcare System. This is a high level AMSA position. Patient care is delivered in a team based model. Members of a team may include Lead Medical Support Assistants, Program Support Assistants (PSA), Registered Nurses (RN) and AMSAs.
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As an Advanced Medical Support Assistant you will work collaboratively with other members of expanded health care teams including Non VA Care providers, pharmacist, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with large health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs.
As a front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and family members both in person and on the phone.
The position involves performing clerical duties, customer service and other administrative duties for the proper and timely treatment of patients while also ensuring that appointment schedules are maintained. The incumbent must assist with access contingency plans by adjusting appointment times, location or dates as well as shift patients to other healthcare locations when necessary.
The incumbent is responsible for generating pre-authorizations for medical care outside of the VA network of providers. The incumbent also coordinates the care with multiple VA clinics, community-based providers, and Veterans alike. The employee schedules medical appointments with community -based providers and documents them in the appropriate VA systems. The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure.
The work involves several processes such as recording, reviewing, compiling, and interpreting medical data and information incidental to a variety of patient care and treatment activities. Variations in work result from changing priorities which frequently depend upon the urgency of the situation. Incumbent must use a high degree of tack, poise, empathy, diplomacy and compassion dealing with veterans; families, caregivers, fellow co-workers and hospital staff. The duties of this position vary widely requiring utilization of different processes and methods to accomplish this work. The work involves questioning of patients or their representatives to collect data for administrative processing of medical examinations, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient treatment work-up in compliance with VHA scheduling directives and HIPAA regulations.
Duties include, but are not limited to:
Retrieving consult and reviewing for eligibility requirements.
Uploading identified clinical documentation to the Third Party Administrator communication portal to initiate outside care.
Mail out the Veterans Community Care Program qualification letters and appointment reminder notifications to Veterans.
Communicate daily with the Third Party Administrator in regards to the Veteran's scheduling, eligibility and follow up.
Retrieving clinical documentation in regards to the Veteran's episode of care form and scans it as a part of the Veteran's permanent record in CPRS.
Provide education through Town Halls and Outreach to Providers, Veterans and Congressional staff.
Work Schedule: Various shift available; To be discussed with eligible candidate(s) during the selection process
Financial Disclosure Report: Not required
0679 Medical Support Assistance
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
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.
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;
May 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).
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
(3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
Advanced Medical Support Assistant GS-06
Experience. One year of experience equivalent to the [GS-5] grade level.
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, Part II, Appendix G45
Physical Requirements:Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and there is frequent bending, stooping, and standing when engaged in filing.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Department Of Veterans Affairs