The Battle Creek VA Medical Center's Psychology Service is hiring an Advanced Medical Support Assistant-AMSA to serve the Veterans in the Mental Health Clinics at the Battle Creek VA Medical Center. This position is responsible for the administrative management of Veteran patient Care top include; schedules, cancels, and re-schedules patients' appointments and/or consults; enters no-show information; monitors the electronic wait list; prepares for clinic visits; for the Mental Health Clinic.
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, 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, (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. 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:GS-6 Medical Support Assistant (Advanced): One year of experience equivalent to the GS-5 grade level. This experience includes: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status.In addition, 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary, although some slight physical effort will be required using computers/phones; there may be some light lifting/carrying of files/documents; and walking throughout the service/facility for meetings, etc.
Major duties of this position include but are not limited to: Scheduling. Schedules appointments in accordance with current guidelines. Cancels appointments in advance if appointment can not be kept and reschedules missed appointments. Schedules follow-up appointments as part of the discharge planning process for Veterans completing the program. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides front-line assistance to customers with questions or concerns. Accepts incoming calls and receives visitors. Demonstrates ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Facilitates any necessary follow-up so as to ensure satisfactory resolution. Communicates tactfully and effectively, both orally and in writing, in order to meet objectives within the continuum of care. Demonstrates advanced knowledge of technical health care processes as they relate to patients' access to care. Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. In the event of computer failure, transcribes doctor's orders and takes appropriate actions, as per contingency plans. Transcribes medication/treatment orders which involves detailed interpretation of medications available. Enters requests for radiology preps and diet orders for the providers signature. Enters early tray/sack meal requests for scheduled appointments. Applies Knowledge of Medical Terminology. In the particular clinical service area supported, demonstrates basic knowledge of the the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Works Independently. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Training. Assists in training new Medical Support Assistants, providing instructions on procedures particular to their work area/ward specialty. Provides orientation to clinicians, PA's, nurses, nursing students regarding the administrative functions of the ward. File Maintenance. Correlates, maintains, and files forms in the active record and medical record as appropriate. Uses Record Tracking system to charge records out to various clinics and offices off the ward and is responsible for these records until the time of discharge. Assists staff in obtaining informed consent as indicated. Prepares clearance for off-station trips, approved authorized absence lists and slips, and other incidental orders as needed. General. Requests work orders for ward items needing repair. Responsible for inventorying, ordering, and maintaining ward office supplies and forms. Work Schedule: Mon-Fri 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position.