Medical Support Assistant (Adv

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

No experience required.

Education

High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration: None Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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).

Grade Determinations

In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates. 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.

Preferred Experience

12 months working in a clinical environment coordinating patient schedules (eg: scheduling appointments, coordinating consults). Advanced knowledge of medical terminology: documenting/reading administrative notes in medical charts. Customer service: experience in de-escalation, problem solving, decision making, and tactful communication skills. 12 months clerical work experience using computer applications, multi-line phone system.

Experience with workload reports and data collection to include meeting deadlines, setting priorities, and organizing workloads. Strong interpersonal skills; ability to work well in groups. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. .

Physical Requirements

Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.

Total Rewards of a Allied Health Professional Duties include but not limited to: Verifies each request for non-VA medical care to ensure all required and necessary administrative actions are completed. Reviews each Community Care medical request for placement in the non-VA Veteran Care Coordination (NVCC), Community Care Network (CCN), or Veterans Care Agreement (VCA) program to correctly determine the Veterans' eligibility status, technical completeness, accuracy and urgency of request.

Services as primary administrative contact and process expert related to AVACHS non-VA Medical Care, Community Care Network, and Veterans Care Agreements. The AMSA functions as a trusted resource for AVACHS staff who are inquiring about shared patients who are receiving non-VA care. Provides accurate information related to specific non-VA care (location, office contact, appointment information, etc.), the NVCC, CCN, or VCA process, as well as basic authorization information, etc.

Provides ongoing customer service to community care providers to answer questions and resolve complaints and obtain medical records in a timely manner. Effectively performs the following: receiving consults, obtaining approvals/disapprovals, submitting authorizations (CCN, VCA), tracking VACC basis requests and monitors appropriate payment authority and eligibility for proper funding and payment.

Maintains an efficient tracking system for effective and timely follow-up of each consult submitted to a community care provider. Collaborates with community care providers and patients to resolve scheduling issues. Schedules non-count, non-VA appointments using HSRM scheduling options that connect directly to VistA scheduling. Complies with mandatory training requirements for the outpatient scheduling process for Community Care consults.

Follows established processes related to release and confidentiality of patient information. Collaborates with vendors to resolve issues related to these areas. Ensures accurate accounting of released records in accordance with privacy regulations and requirements. Participates in meetings to identify and resolve issues that impact continuity of care for patients who are receiving VA community care.

Orients new service staff to the NVCC and VA Mission Act program as requested by supervisory staff and serves as a mentor and subject matter expert to co-workers and other AVACHS staff. Utilizes various computer equipment (scanners, double screens, printers, etc.), software packages and systems (HSRM, Provider Profile Management System (PPMS), VistA, Microsoft Office, CPRS, TriWest portal, Optum portal, Referral Documentation (RefDoc), Consult Tracking Manager (CTM), etc.) and troubleshoots minor problems.

Assists peers in troubleshooting problems or issues with software or systems used on a daily basis. Work Schedule: Monday - Friday; 0800 - 1630 Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.

When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 53428F Permanent Change of Station (PCS): Not Authorized