Advanced Medical Support Assistant

Summary The incumbent is responsible for a range of clerical and administrative duties that demonstrate the advanced level of the MSA. The incumbent works collaboratively in an interdisciplinary coordinated care delivery model, a PACT at the San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care. Responsibilities AMSAs are considered chief sources of information and play an important role in accomplishing the work of the unit by performing duties below. 1. Scheduling, cancelling, re-scheduling patients appointments and/or consults; entering no-show information and appointment cancellation information. 2. Sending appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments. 3. Verifying and updating demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture. 4. Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts. 5. Checking and responding to voicemail. 6. Responsible for incoming and outgoing faxing and distribution. 7. Monitor and/or manage multiple reports, lists and suspenses to include but not limited to: electronic wait list, unseen report, recall reminders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking. 8. May be required to perform the following: Timekeeping, Encounter completion, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator), Order supplies 9. Enters appropriate, complete, accurate information into electronic record (CPRSNISTA) and other clinical information systems as appropriate to the area assigned. 10. Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes. 11. Performs typing work from written material using word processing software and equipment (such as but not limited to Microsoft office applications). Responds to incoming correspondence Performs general filing. May maintain office supplies as a designated shopper. Receives sorts and delivers to the appropriate individuals incoming and outgoing mail or other documents. 12. Appropriately complete initial paperwork for walk-in “triage” patients, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing or physician staff. Collaborates effectively with the other staff to ensure seamless care. 13. Responsible for acknowledging and/or completing routed view alerts with-in 48 business hours. 14. As required, types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel. 15. Maintains up to date training on VA Scheduling Requirements. 16. Understanding of beneficiary enrollment and means testing. 17. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee. 18. Responding to view alerts via CPRS within 48 hours. 19. Preparing for clinic visits to include PACT scrubbing. 20. Discharge coordination. 21. Reconciles end-of-shift/end-of-day processing and reports. 22. Generating, receiving and distributing mail to medical staff and patients. 23. Ordering and keeping records of supplies. 24. Assembling patient records according to prescribed formats; 25. Electronically file results of treatment in medical records; 26. Determining patients eligibility for treatment and paid travel expenses, if applicable. 27. Recording physicians orders for patients on a variety of records, if applicable. 28. Selecting, completing, and routing requests for patient activities and treatment procedures; 29. Scheduling appointments for patients with other medical services; 30. Preparing patient projection reports; 31. Serve as timekeeper for permanent and contracted staff. 32. The incumbent must be able to accept feedback (negative and positive) to grow and expand their expertise. 33. Must have minimum of basic knowledge of the following eligibility, TRICARE & ChampVA eligibility, Release of Information process, Vetlink, Kiosk, MyHealtheVet, HIMS, office equipment to include copier/fax machine, and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.) 34. Occasional travel to the San Bruno CBOC for training or other back office assignments 35. Other duties as assigned Work Schedule: Monday-Friday 0800-1630 Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) – See “Additional Information” below for details. 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. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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). Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicants criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.