The Advanced Medical Support Assistant position is located in the Gastroenterology Section, Medical Service, VA North Texas Health Care System, Fort Worth Outpatient Clinic.
The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
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The Advanced MSA in the Gastroenterology Section will work collaboratively with an interdisciplinary team .caring for Gastroenterology patients: Gastroenterology providers, Nurses, Surgical Service, Pharmacist, Medical Administration, Pharmacy, Supply Distribution Service (SPS),.Volunteer Service and Non-VA Care Coordination. He/she will 'provide clerical duties as required using VISTA, CPRS, Office and GI Procedu.re software:
Interprets, applies and communicates pertinent laws, regulations, directives, and policies that relate to VA healthcare benefits and scheduling. Conducts patient and employee interviews, observes patient and work flow through Gastroenterology, requests referrals as appropriate, documents complaints and suggests resolutions to problems to management.
Manages. referrals and lists (Recall, Electronic Wait, etc.), answer phone calls and other clinical inquiries, order. Supplies, troubleshoot basic office equipment (printer, copier, fax, scanner etc.)_complete work orders, generate reports, mail clinical results and manage schedules to effectively support the needs of the clinic.
Reviews daily active/pending consults, recall lists, electronic wait lists and audio-care communications for accuracy and disposition. Receives, relays and/ answers patient incoming telephone and electronic messages. Provides follow-up calls to remind or reschedule as appropriate.
Serves as receptionist; answers questions such as those dealing with patient eligibility for services, appointment availability, scheduling process, pre-appointment readiness (labs, diet, medication, and driving restrictions).Performs basic eligibility and co-pay determinations and preauthorization actions. Verifies and updates demographics and insurance information.
Processes emergent/non-emergent transfers to and from VA facilities. Coordinates outpatient transitions to inpatient or non-VA facilities; Coordinates GI clinic appointments and appointments with other services as appropriate; Coordinates outpatient travel/transportation for procedural appointments requiring sedation as necessary.
Reviews provider schedules and ensures clinic slots maximize clinic capacity. Schedules, cancels, and reschedules consult and follow up appointments.
Reviews clinical alerts in CPRS for appropriate scheduling actions. Participates in daily interdisciplinary huddles regarding provider schedules and alerts.
Coordinates provider staffing, including fellows/resident/students, with clinic schedules according to the VHA Scheduling Directive and accurate scheduling responsibilities.
Monitors the provider schedules and confirms clinic coverage. Contacts provider/fellow/resident for confirmation and apprises supervisor of any changes. Adjust clinic schedules as needed to ensure adequate staff is available for scheduled patients.
Ensures encounter forms are completed in order to obtain workload credit. Enters data such as appointment dates, no-show, or other encounter data into Vista scheduling package, CPRS and/or GI software.
Generates a variety of reports/documents for scheduling validation and accuracy using CPRS, Office or GI so re, Vista/VSSC databases, etc. Monitors those reports as necessary for effective utilization of available appointments.
Establishes and maintains office records and information files of various types .that may be needed or will assist in the efficient operation of the GI Section. Requisitions needed office . supplies, material and services.
Coordinates management of service from non-VA providers (contractors). Obtains consent for and request appropriate Medical Records; Assists in physician to physician communication about patient's care with VHA and community.
Work Schedule: Monday - Friday, 8:00 am to 4:30 pm
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen to apply for this job
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;
Education: One year above high school;
Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
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).
Scheduling clinic appointments
Administrative skills such as proficient using MS programs such as excel
Experience working with various disciplines
Grade Determinations: Advanced Medical Support Assistant GS-06
Experience: One year of experience equivalent to the GS-5 grade level.
Examples of specialized experience include but are not limited to: 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; 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; 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:
a. 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.
b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
c. 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
d. 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.
e. 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.
f. 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 dated August 1, 2019
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.
The work is sedentary.
Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
No education substitution at this grade level.
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.
NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
Department Of Veterans Affairs