The incumbent functions as an Advanced Medical Support Assistant (AMSA), providing administrative support to the Community Care. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
Basic Requirements: United States Citizenship: Citizen of the United States. 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. AND In addition to meeting basic requirement listed above, applicant must possess at least one year experience at or equivalent to work at the next lower level, that provides the knowledge, skills, and abilities to perform successfully the work of the position. To qualify for the GS-6 grade level, you must have one year of experience equivalent to the GS-5 grade level. In addition to this experience, you must demonstrate the following KSAs: 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. Grandfathering Provision: 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). Physical requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work.
The Advanced Level Medical Support Assistant (MSA) position serves as a Consult Coordinator for the local office of Community Care. The MSA works collaboratively with other members of an expanded health care Team including Community providers, Third Party Administrators, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and Non VA specialists, hospitals, diagnostic and treating facilities, Third Party Administrators, and community based programs. This position provides medical support responsibilities associated with the Community Care program and is responsible for coordinating medical care for patients receiving treatment outside of the Indianapolis VA Medical Center. a. Knowledgeably utilizes VA scheduling software including RMS and Virtual Care Manager in establishing patient appointments within the appropriate desired date. b. Adheres to CSP protocol on patient outreach attempts and ensures appointments entered in RMS are accurately reflected in CPRS. c. Appointments are cancelled/rescheduled according to established protocols and informational note is entered in CPRS. d. Patients receive a call 24-hours in advance and are reminded of scheduled appointments. e. Verifies and updates demographic and eligibility information in computer systems. f. Refers all questions requiring immediate medical or clinical attention to the appropriate health care team member. The incumbent utilizes various reports to complete assigned tasks, such as EARR (Error Action Required report), 1st time appointment reports, consults due reports, and other national, VISN, and locally developed reports. Additional day to day tasks includes, but may not be limited to: a. Assists in the update, development, and maintenance of program materials, packets, and other printed materials. b. Assists with the orientation/on the job training of new staff. c. Completes work orders and contacts appropriate staff when requested to support the environment of care. d. Prepares correspondence to support the administrative functions of the assigned team; all correspondence is neatly formatted and checked for appropriate spelling and grammar, all documents are the current version, and outgoing Certified mail meets USPS standards. e. Performs RMS upgrades and provides profile updates. f. Participates in scheduling/phone audits and reviews to ensure effective scheduling practices. g. May have other administrative duties assigned, including but not limited to records management The incumbent provides support for the Health Administration Service and also cross trained in many of the specific job functions of other support staff performing duties such as resulting consults, scanning, and providing front desk coverage. This versatility enables the incumbent to provide cross coverage for time sensitive administrative duties needing completion when those staff with primary responsibility are unavailable. Work Schedule: Monday- Friday 7:30am to 4:00pm Virtual: This is not a virtual position Telework: Availability (AdHoc) Functional Statement #:91474-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized