Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Richmond, Indiana
Summary This position is assigned to the Dayton VA Medical Center, Primary Care Service, and is responsible for administrative\clerical duties in support of patient care including the implementation and sustainment of the VHA Primary Care Patient Aligned Care Team (PACT) initiative. Responsibilities Incumbent provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The incumbent responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Incumbent utilizes his/her knowledge of Primary Care clinic procedures and processes in order to accurately schedule appointments in GUI and/or VISTA in the appropriate physician/specialty clinics in accordance with existing procedures and guidelines. Incumbent uses knowledge of Primary Care services and procedure guidelines to clearly inform our customers (orally or in writing) or be able to direct inquiries regarding services to the appropriate personnel for resolution. Incumbent promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT. Being fully knowledgeable on using Cisco Finesse and what status to use. Understanding Cisco Finesse contributes to meeting the overall VHA performance goals of Average Speed of Answer (ASA), and Abandonment Rate (AR) as outlined in VHA Directive 2007-033, Telephone Service for Clinical Care. Incumbent demonstrates proper telephone etiquette: answers phones with name, and provides location where call is answered; determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution. Incumbent will meet customers' needs while operating within VA, VHA and local operating policies and guidelines. Customers include Veterans, family members, physicians, nurses, peers/co-workers, and all other medical center staff; visitors to the medical center. Incumbent effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, using Skype instant message system and Outlook. MSA will also communicate with patients using secure message, mail and telephone; MSA demonstrates ability to provide clear, understandable and correct information to internal and external customers; provides and accepts written and\or oral communication to and from professional staff regarding patient concerns so that the proper resolution may be rendered for the benefit of the patient and the organization; completes written, fax, mail and phone requests to non-VA medical offices/facilities to secure patient treatment documents supporting expeditious patient continuity of care. Handles all Release of Information (ROI) requests in ROI plus system by ensuring that all records request are faxed and received back in a timely manner. Incumbent schedules medical appointments for patients and is responsible for accurate appointment management and coordinating all administrative information Work Schedule: Monday-Friday 8:00am to 4:30pm Financial Disclosure Report: Not required Requirements Conditions of Employment 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. Experience and Education: (1) Experience. Six months experience of clerical, office, or other 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. 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 3j. Grade Determinations: Advanced Medical Support Assistant, GS-6 Experience. One year of experience equivalent to the next lower grade level GS-05. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 5005/53, Part II, Appendix G45. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-5. The applicant will be selected at GS-6. Physical Requirements: The work is primarily sedentary. However, there may be some walking, standing, and repeated bending up to 8 hours. May also be subject to carrying and lifting items such as papers, books, boxes and files up to 15 pounds. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online view the following link for information regarding an Alternate Application.