The Greater Los Angeles VA Health Care System is seeking a highly energetic candidate to fill an Advanced Medical Support Assistant vacancy in the Call Center for the Greater Los Angeles Health Care System. The ideal candidates resume must be skilled in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computer programs, and scheduling of appointments.
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: Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Experience: Six (6) 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 (1) 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 REQUIREMENTS: Creditable 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. GS-6 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 for Advanced Medical Support Assistant GS-6: A. Experience: One (1) year of experience equivalent to the GS-5 grade level. The specialized experience for this position includes the following, but not limited to: Specialized Experience - In an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care. IMPORTANT: Education CANNOT be substituted for the one year of specialized experience that is required. Demonstrated Knowledge, Skills, and Abilities. (Candidates must 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. C. 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.). The Full Performance Level of this Vacancy is GS-6. References: See VA Handbook 5005/117 Part II, Appendix G45, page II-G45-10, para. 4(b)(4). Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g., carrying light items such as books and papers or lifting stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable. 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). Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
The Advanced Medical Support Assistant (AMSA) will interface with personal computer (PC) applications as well as numerous VISTA applicants, Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Telephone Call Center, or Inpatient, Outpatient Clinics. The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients and other elements in the electronic medical record and medical systems. Major duties include, but are not limited to: Serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to Scheduling patient appointments Tracking, reviewing Responding to electronic orders Consults, and other elements in the electronic medical record and medical systems. Participating in team huddles and team meetings to manage and plan patient care; Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work) Managing electronic wait list to verify and validate accuracy and resolve issues Participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care This series includes work that requires a practical knowledge of: Computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services Basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care. Evaluating patient information and clinic schedule lists to determine whether patient is vested Educating providers about shared patients (those who receive their care at multiple VA's or those who have care in the community) and bringing to the attention of the provider. SUPERVISORY CONTROLS The Advanced MSA plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performed duties in such a manner that only minimal supervision is required. Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. (Tour of Duty may be subject to change based upon service line's needs) Call Center Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Authorized PCS Appraised Value Offer (AVO): Not Authorized