Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Buffalo, New York
Summary This position serves as an Advanced MSA performing a full range of clerical and administrative support duties for Care in the Community (CITC) within the WNY HCS. These duties include the coordination, care, and treatment to Veterans through referral processing at the WNY HCS. Utilizing an interdisciplinary coordinated care model, the Advance MSA's and CITC team collaborate to provide specialized and expert administrative patient support. Responsibilities Manage written and faxed correspondence, and paper medical records within teamlet/team and coordinate release of information in accordance with policy Develops and maintains effective and efficient communication with the veteran, veteran representatives, interdisciplinary care teams, VA medical centers, and other agencies (ie: assist with communications during the inpatient to outpatient discharge; communicates with non-VA medical facilities; facilitates and or processes secure messaging with the patient and team). Coordinates community care appointments and additional requests for care with non-VA medical facilities Assists other VA teams in understanding community care eligibilities regarding the Mission Act of 2018 Assists CITC RN in care coordination of referrals Follows up with community vendors to ensure appointment completion and obtaining of medical records Enters appropriate information into the electronic record utilizing CPRS, HSRM and PPMS Manages patient systems to verify and validate accuracy and resolve issues Evaluates and triages scheduling to meet recommendations by clinician regarding urgency of the referrals Independently recognizes the urgency of the consults and schedules care in accordance (Warm hand offs) Accurately schedules the full spectrum of medical care including but is not limited to appointments, procedures, surgery, and imaging throughout all specialties to include follow up of no show and cancellation of appointments as it relates to facilitating care in the community for Veterans Clearly communicates appointment care details to the Veteran or point of contact for Veteran Coordinate information and actions related to patient care and ancillary services, manage scheduling package, and schedule appointments with Providers as recommended by Providers, clinical team members and integrated interdisciplinary team members in accordance with VHA national scheduling guidelines, TMS training, Primary Care instruction, Consult Toolbox and business rules Manage assignments and appropriate care utilizing the following software programs (CPRS, HSRM, PPMS, Vista Access, Vista Scheduling, REFDOC, FAXCOM, SEOC, EPCS and Fax Queue. Perform telephone and face to face receptionist duties interacting with both internal and external customers and documents interactions in electronic medical record appropriately or VISTA/Microsoft Outlook using established processes Screen patients to obtain appropriate medical information, providing timely assistance within scope of practice and referring clinical concerns to appropriate team member. Complete MSA eligibility verification with screening tool to determine risk assessment with CAN Score Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with customers of the CITC department to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. Employee provides rotational coverage as assigned between the various areas within assigned facility. Advanced MSA may request review of process and possible changes for efficiency via email or during weekly MSA meetings where MSA Supervisor allows all MSA's to participate in discussion with regards to all MSA processes, any scheduling barriers, authorization concerns and billing issues. Performs other duties as assigned based on Care in the Community requirements of the Field Guidebook. Work Schedule: Monday - Friday Compressed/Flexible: Not Available Telework: Available Virtual: This is not a virtual position. Functional Statement #: 21Q78-A Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized. Financial Disclosure Report: Not required Requirements 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. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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. 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. 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 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. 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: GS06 Requirements Experience: one year of experience equivalent to the [GS-5] grade level. and Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] 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 an 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; Part II; Appendix G45. The full performance level of this vacancy is GS05. This position is above the full performance level. Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Education 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. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.