The Primary Purpose of the Position is: The incumbent's work impacts the administrative aspect of patient care and procedure preparation, including, access, scheduling/coordinating appointments using advanced clinic access principles, managing patient wait times in accordance with clinically indicated priority, patient processing, and customer service. Organizational Location of the Position: Mental Health Service, VA North Texas Health Care System (VANTHCS), Dallas and Fort Worth, TX
Basic Requirements: Citizenship. Citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 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 this position; OR Education. 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. 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: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level with Demonstrated Knowledge, Skills, and Abilities. 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 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. Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Preferred Experience: ADPAC support services to include PIV sponsorship. Basic healthcare admin skills within the VA network to schedule and cancel appointments. VATAS timekeeping. Data management troubleshooting such as closing open encounters. Subject matter expertise with VA standardized policies for memo formatting, expertise with MS Word and familiarity with MS Excel. 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: Light lifting: under 15 pounds; straight pulling (up to 1 hour); pushing (1 - 2 hours); reaching above shoulder; use of fingers; walking (up to 3 hours); standing (up to 3 hours); repeated bending (up to 1 hour); ability for rapid mental and muscular coordination simultaneously; near vision and far vision correctable in one eye to 20/20 and to 20/40 in the other; both eyes required for depth perception; ability to distinguish basic colors, ability to distinguish shades of color, hearing (aid permitted); climbing stairs; mentally alert, both legs required for operation of motor vehicle; and frequent keyboarding to operate a computer.
Total Rewards of a Allied Health Professional Duties include but are not limited to: Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of Veterans and maintaining appointment schedules for one or more outpatient clinics Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift Veterans to other healthcare providers as conflict with staffing and/or coverage occurs. Screen/receives phone calls in a courteous and timely manner, determines the nature of requests and provide the information desired using privacy rules and established clinic processes Performs duties in a caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. Notifies her or his immediate supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Generates Veteran workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Assists with frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. Conducts patient/employee surveys, interviews, observes workflow: guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Provides coverage to the Mental Health Division Administrative Office as assigned or as backup during staff shortage. Takes minutes for meetings as assigned. The incumbent obtains attendance rolls, transcribes minutes and writes minutes for distribution. Processes incoming patient secure messaging through My Healthy Vet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team. Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers. Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. The incumbent is the timekeeper for programs assigned to the incumbent and is back-up timekeeper for other timekeepers Work Schedule: Monday-Friday 7:30 am- 4:00 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:102216 Permanent Change of Station (PCS): Not Authorized