The North Florida/South Georgia Veterans Health System serves veterans across a large geographical area in North Florida (33 counties) and South Georgia (19 counties). In addition to our two medical centers in Gainesville and Lake City, we offer a number of services to our patients in several satellite outpatient clinics and community-based outpatient clinics. The Malcom Randall VA Medical Center (VAMC) is one of two VAMCs in the North Florida/South Georgia Veterans Health System.
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: (a) United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. (b) 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. (c) Certification. None Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Grade Determinations: GS-06 Advanced Medical Support Assistant Experience - One (1) year of experience equivalent to the next lower (GS-05) grade level. 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.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet 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; setting 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; as needed; assists the team to reinforce the plan of care and self-help solutions; 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). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. GS-06 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level: 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 References: VA Handbook 5005/117. The full performance level of this vacancy is GS-6 Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
Personally greets veterans and beneficiaries, presenting in person or by telephone, requesting assistance. Puts them at ease by listening to their requests; determines the nature of their medical care needs, questions or complaints; and answers questions, provides information, gives guidance, and initiates action as appropriate. Carefully observes and questions patients about the nature of their medical problem to determine if a condition exists which would require immediate medical evaluation. Immediately notifies the medical staff when potentially serious medical symptoms or complaints are identified and shares any information obtained from the patient or family with the clinical staff to assist in diagnosis, treatment and appropriate referral. After emergency treatment is initiated, will perform necessary medical administrative processing. Receives and listens to complaints and grievances from patients or their representatives. Makes inquiry into patient complaints and initiates action or change necessary to correct or resolve problem situations or conflicts or refers the complaint to the appropriate Service/Section. Explains and helps the veteran understand VA and our hospital's policies, procedures, and available services. Continually monitors patient flow, identifies existing and potential problem areas or delays in processing a veteran's medical care request. Determines the problem or bottleneck and initiates action with the clinical staff to expedite the case and correct the problem and ensure the smooth flow of patient care from reception through disposition. Works as a team member with health care providers and other administrative staff in preventing and resolving delays and misunderstandings, intervenes on the patient's behalf to resolve all problems and resolves patient complaints regarding entitlement services rendered. Determines legal entitlement for medical benefits by reviewing military discharge papers, VBMS, or information obtained from VAROs or other VAs and any other applicable documents. Applies most current laws, VA regulations, and hospital policy to provide a veteran with the highest eligibility status. Obtains information on changes in laws, regulations, or policies which change veterans' medical benefits entitlement. Advises veterans of entitlement/priority to medical benefits and selected non-medical benefits and changes in laws, regulations and policies as appropriate. Identifies veterans who are or may be entitled to various special benefits or programs such as Compensation and Pension Claim Exams, Registry Exams (Persian Gulf, Agent Orange, Ionizing Radiation, Ex-POW), Vocational Rehabilitation, Fee Basis, Homeless Veteran Program, Women's Center, CHAMPVA, etc. Encourages them to apply and explains how to apply for these benefits. Explains to unverified/ineligible veterans in detail why they are not eligible for medical care, suggests alternative sources for obtaining care and/or refers veterans to other specialized advisors i.e. Social Work Service, Veterans Service Officers or Benefits Counselors. Interviews all veterans applying for medical benefits (or their family members or representatives) obtaining all key information needed to prepare new medical records or update existing, records; ensuring current eligibility data, monetary benefits, current residence, telephone, next-of-kin, applicable claim number and other administrative data is complete. Enters (types) this information into VisTA. Assist with setting up rides in Uber and VetRide for veterans. Responds as a member of the "Rapid Response Team" as required for either Internal or External Disaster Response to provide for identification, labeling, and tracking of casualties. Observes all safety precautions and is responsible for learning, practicing, and supporting all existing safety practices relevant to this position. Assists in the accuracy of the EDIS and BMS systems. Coordinates with clinical services to ensure that the information is accurate and up to date. Assists the HOD with the maintenance and data entry of the Event Log during off tours. Assist with coverage for Ward Administration and Telephone Operations as needed Incumbent must be knowledgeable of quality assurance/CQI principals and responsible for ensuring these administrative functions are carried out in the performance of their duties. May be required to conduct individual quality assurance/CQI studies or serve as a CQI project team member as assigned. Work Schedule: Rotating tours including days, evenings, nights, weekends and holidays. In addition to the assigned tour of duty, an assigned rotation for On-Call and Disaster Schedule for Essential Personnel will be required to meet minimum staffing requirements and service needs. Schedule subject to change to meet the needs of the service and/or agency. Functional Statement #: 51003F