Summary The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Diagnostic Imaging Service at the San Diego VA Healthcare System, San Diego, CA. Responsibilities The AMSA coordinates with the use exceptional interpersonal communication skills to work collaboratively with the Patient Aligned Care Teams (PACT), Radiology Department and other administrative and clinical staff to provide accessible care and meet clinical and administrative patient needs. It is a complex role requiring an understanding of VA policies, the ability to make independent decisions and multidisciplinary collaboration. Typical duties include but are not limited to: Scheduling, canceling, re-scheduling patient's appointments and/or consults Entering no-show information Monitoring both inpatient and outpatient appointments for areas of responsibility Handling incoming/outgoing telephone calls Independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations Ensuring action required encounters are printed to providers daily in order to obtain appropriate workload credit Establishing and maintaining medical outpatient and inpatient charts as well as administrative records enter lab orders "under policy" to obtain the required lab work prior to patient's imaging procedure. Requesting medical records from physicians outside of the VA San Diego Healthcare System (VASDHS) Obtaining medical information from patients and verifying/updating patient demographic and insurance information Other duties as assigned Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency) Telework: Not Approved Virtual: This is not a virtual position. Functional Statement #: GS-0679-06 Advanced Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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. 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). GS-6 Advanced MSA Experience; In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities (KSAs): Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. anesthesiology, interventional radiology, audiology and speech pathology) 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 as it relates to access of care. Ability to enter lab orders "under policy" to obtain the required lab work prior to patient's imaging procedure. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Ability to collect insurance information and capture using the Insurance Capture Buffer (ICB) Ability to create and coordinate the daily appointment schedules for one or more imaging outpatient clinic (e.g. cancel and reschedule appointments, enter No Show information, schedule imaging appointments utilizing the Radiology Package). 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. AMSAs 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. 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: Process 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. 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. Preferred Experience: A minimum of 1 year experience in a health care setting. Experience interacting with internal and external customers to achieve desired outcomes. Experience coordinating information and actions related to patient care and services. Experience with VA computer applications and systems to include Vista, CPRS and Insurance Capture Buffer (ICB) System. Experience with scheduling, cancelling or rescheduling appointments in accordance with VHA national scheduling guidelines. Experience with performing patient check-in or check-out procedures. Experience with interpreting and verifying provider orders. Experience with obtaining medical information from patients, documenting information accurately in the appropriate system and communicating accurately and timely to the appropriate clinician or team as needed. Experience with entering no-show and cancel by patient information. Knowledge of Clinic Operations Possess excellent customer service skills possess excellent organizational skills possess time management skills Experience with electronic wait lists. Experience with distribution of mail and other interoffice communication. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing. 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. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
