This position is in the Care in the Community Service (CITC) at VA Central Texas Health Care System (CTXVHCS), Temple, Texas. The Medical Support Assistant (Advanced) impacts the administrative aspects of CITC care coordination and consult processing including access, scheduling, and coordinating appointments following approved principles, referral processing, and customer service.
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: 6 months to 1year or more of creditable experience using VISTA, CPRS, VISTA GUI, and/or other VHA electronic health record. 1 year or more of administrative experience - health care settings preferred Knowledge of HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Work independently in the accomplishment of a wide variety of duties performing patient support work. Experience in medical terminology. 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.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major duties include, but are not limited to: Performs administrative activities associated with CITC requests/referrals to ensure all required and necessary administrative actions are completed within established time frames. Screens each CITC request/referral for technical completeness, accuracy, and urgency. Serves as a trusted resource for patients referred through the CITC program. Provides accurate information related to specific CITC providers (location, office contact, etc.), and the CITC process. Receives phone calls utilizing the Automated Call Distribution (ACD) system from Veterans, family members, community vendors, VA providers/staff, TPA contractor, etc., providing excellent customer service. Responds appropriately and/or ensures messages are communicated to Patient Administration Service (PAS)- CITC staff in a timely manner. Establishes constructive and effective working relationships with office staff of CITC providers to effectively schedule appointments, resolve issues, and ensure ongoing patient (and provider) satisfaction. Establishes collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CITC requests to expedite timely approval. Monitors status of CITC referrals submitted to the contractor to ensure action is taken within established timeframes. Schedules CITC appointments using Health Share Referral Manager scheduling options. Completes the scheduling process by confirming treatment and requesting records once appointments have been completed. Provides information and education to VA and Community staff regarding the CITC Program. Identifies issues for process improvement and actively participates in service or facility-level process improvement activities/teams. Utilizes various computer equipment (double screens, laptops) software packages and systems (VISTA, HSRM, Microsoft Office, CPRS, Consult Tracking Manager, MyHealtheVet, etc.) and troubleshoots minor problems. Performs a full range of administrative support functions. Manages CITC correspondence (authorization notification, request for clinical documentation, telephonic triage, appointment follow-up, My HealtheVet, VeText, etc.) and prepares reports, memorandums and outgoing correspondence utilizing Microsoft Office software. Work Schedule: Monday-Friday 0730am-4:00pm, 0800am-4:30pm, 0830am-5:00pm Recruitment Incentive (Sign-on Bonus): 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 #: 53374-F Permanent Change of Station (PCS): Not Authorized