The Advanced Medical Support Assistant at the John J. Pershing VA Medical Center in Poplar Bluff was established to ensure high level efficiency for patient access/re-access to the Medical Center and VA Outpatient Clinics within VISN 15. The incumbent use advanced interpersonal skills to effectively understand patient's needs, assess choices, and take appropriate measures to ensure patient satisfaction.

Duties

Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes. Forwards calls to team members as needed and/or take messages as needed. Serves as the front-line contact with Veterans/caregivers striving to achieve first contact resolution. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model. Processes requests for medical records and faxed requests for medical information from hospitals and/or doctors. Assists with the orientation/on the job training of new staff. Participates in phone audits and reviews to ensure effective customer service practices. Documents in CRM (Customer Relationship Management) contacts with Veterans/caregivers. Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate Participate 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; Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; Assist the team to reinforce the plan of care and self-help solutions; Monitor pre-appointment information and/or requirements to assure readiness for patient visit/procedure; Manage patient systems to verify and validate accuracy and resolve issues; Inform team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). Other duties as assigned. Work Schedule: Monday - Friday (08:00 am - 4:30 pm) Telework: Available Compressed/Flexible:No Virtual: This is not a virtual position. Bargaining Unit: Yes Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: You MUST meet one of the three combinations of education and experience described below to meet the BASIC qualifications for this position: 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. 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: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each [two] weeks of service. Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Assignment. The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Care in the Community Help Center. The AMSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The AMSA is responsible for routing clinical questions to appropriate clinical staff. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The AMSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The AMSA collaborates and coordinate the best care needs of the Veteran. GS-6 Demonstrated Knowledge, Skills, and Abilities. Candidates must meet the grade requirement(s), and 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. References: VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019

Education

IMPORTANT: There is no education substitution for this grade.

Contacts

• Address John J Pershing VA Medical Center 1500 North Westwood Boulevard Poplar Bluff, MO 63901 US
• Name: Tanya Atkins
• Phone: 202-365-3551
• Email: [email protected]