This position is in the Dental Service at VA Central Texas Health Care System (CTXVHCS), Waco, Texas. The primary purpose of this position is to serve as an AMSA assigned to outpatient clinics. The AMSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model Transformation Initiative. Patient care is delivered in a team-based model known as the team.
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. (1) 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; OR, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. 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: GS-06: Experience. One (1) year of specialized experience equivalent to the GS-05 grade level. Examples of experience may include, but not limited to: 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; coordinate 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: 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 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. Preferred Experience: At least two years in the medical field Excellent Customer Service and Communication Skills Must be able to work under pressure and plan workload without halting operation as a whole while showing initiative in completing priority tasks. Experience with Microsoft office, Microsoft Excel, Multi phone line 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. Physical Requirements: 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.
Major duties include, but are not limited to: First line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, always, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior. Responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection. Promotes Veteran registration for and utilization of My HealtheVet (MHV), an online personal health record for Veterans. Performs in-person authentication (IPA) for Veterans requesting initial access to individually identifiable health information within the MHV web-based application. Responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensures that the patients are electronically checked in for their appointments. Schedules appointment with patient input to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care". Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center, and VHA directives regarding this process. A high degree of customer service i.e., tact, poise, and diplomacy must be used in dealing with Veterans who may have multiple health problems and may be frustrated with the diagnostic process. A caring, compassionate, and sensitive manner is essential in all customer service contacts. Captures insurance and demographic information on all Veterans, explaining VA's role in insurance reimbursement. Accurately enters insurance information into the buffer and scans both sides of the insurance card. Supports patient safety standards through correct identification of all patients through use of two forms of identification, in accordance with current CTVHCS policies. Responsible for running the following reports/queries daily (not all-inclusive): Open Text Orders, Patient Care Encounter (PCE), Recall Reminder Delinquent Report, Recall Reminder Non- Compliant Report, and Consult Tracking Report. Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally. Schedules surgical procedures and pre-op tests as necessary, coordinating with patient wishes, consultant or surgeons' schedules. Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday; 7:30am - 4:00pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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) 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 #: 00000, Medical Support Assistant (Advanced) Permanent Change of Station (PCS): Not Authorized