The VISN 6 CRH provides comprehensive outpatient mental health and primary care services to Veterans throughout VISN 6 including 7 medical center catchment areas. Services are targeted to catchment areas and clinics that are experiencing access challenges or gaps in clinical services. Services are conducted via multiple modalities, including telehealth and in-person care. In addition to services that support facilities within the VISN, the CRH provides support and coverage to non-VA sites.
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. 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 the 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. Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. Grade Determinations: IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-5 LEVEL TO QUALIFY FOR THIS POSITION. GS-06 Specialized Experience: One year of experience equivalent to the GS-5 grade level. This will include providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model; utilizing 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; utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery mode; coordinating with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary; managing patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; and informing team members about shared patients. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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 inter disciplinary 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: At least 2 years MH experience 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: Must be in overall good health, able to sit at a desk working at a computer, engage in light to moderate physical activity including sitting, walking, bending, and carrying supplies. MSA must be able to perform primarily light and sedentary duties with occasionally moderate physical demands, exercise patience, and control emotions, with reasonable accommodation, if necessary, without endangering the health and safety of the MSA or others. Position requires walking throughout the clinic and/or Medical Center, standing for extended periods of time, and involves sitting at a computer. This position also requires close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and repetitive motions of the wrists, hands, and/or fingers.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The Medical Support Assistants (MSAs), assigned to VISN 6 CRH TeleMental Health (TMH) Hub at SVAMC, are responsible for performing a variety of technical support duties that facilitate the work of psychiatrists, pharmacists, psychologists, social workers, nurses, nursing assistants, and other members of the TMH Hub who provide direct patient care. MSAs are considered chief sources of patient care and patient flow information. The position typically has responsibility for the overall coordination of clinic cancellations, clinic schedules to include appointment scheduling and changes, appointment check ins/check outs, consult tracking, verification of doctor's orders and treatment orders, and ensuring completeness and accuracy of all actions/documentation. The MSA explains telehealth services and directs further questions and/or concerns to the VHA Telehealth Technology Help Desk (NTTHD) with the patient prior to appointment. Duties includes but not limited to the following: Assignments at this level include, but are not limited to scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for the TMH Hub. Assist with clinic access contingency plans by adjusting appointment times, location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Must be able to manage their time so as to ensure completion of the many administrative tasks required of them in their role in order to be successful. Work Schedule: Monday - Friday 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized 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: May be Authorized at the discretion of the supervisor. Virtual: This is not a virtual position. Functional Statement #: 000000