Serves as an Advanced Medical Support Assistant in the Dental Service.
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. Certification. None required. 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-6 Experience. One year of experience equivalent to the GS-5 grade level. Examples of experience at this level include, but are 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. Coordinates 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.). 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 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. Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. 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-6. The full performance level of this vacancy is GS-6. Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.
The incumbent serves as an Advanced Medical Support Assistant in the dental service and performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous Veterans Health Information Systems and Technology Architecture (VISTA) applications: Schedules general dental and specialist appointments using Integrated Scheduling Solutions (ISS), VISTA Graphic User Interface (GUI). Coordinates clinic cancellations and leave with providers and supports re-scheduling process. Processes recall information and Electronic Wait List EWL information for scheduling. Schedules active inpatient consults and coordinates patient transfer to the dental clinic within 24 hours. Schedules outpatient consults appropriately. Coordinates the timely access of patients who present for same day access. Coordinates scheduling function of ,Cross Clinic Referrals (CCR), Return to Clinic Orders (RTC). Telehealth appointments entered in veteran Electronic Health Record (EHR). AMSA verifies patients insurance carriers, scans insurance cards, patients phone number, address, updates as needed. Educates patients and interfacility medical providers on dental eligibility, if unable to determine eligibility will direct individuals to the business office, enrollment and eligibility staff. Daily checks MyHealtheVet Secure messages inbox answers patient scheduling, rescheduling, eligibility questions. Assign Clinical or treatment messages to clinical staff. Conducts daily and weekly, open imaging consult reports, no-show notations at end of day, processes daily action required. Evaluates the weekly scheduling audit for process improvement recommendations. Monthly submits report to medical management specialist of providers annual and sick leave as well as next available appointments. Attends annual and as needed schedulers training required by the Business Office to remain in compliance with directives and policy. Attends service specific staff, huddles, in-service, team-building, P-Tel scheduled meetings. Work Schedule: Monday - Friday 7:00 a.m. - 3:30 p.m. Telework: No Available Virtual: This is not a virtual position. Functional Statement #: 71062F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized