Advanced Medical Support Assistant

SummaryThis position is located at the Milo C. Huempfner Outpatient Clinic in Green Bay - Wisconsin - organizationally aligned with the Clement J. Zablocki VA Medical Center - Milwaukee - Wisconsin. The Advanced Medical Support Assistant provides administrative patient support in a multidisciplinary setting - using specialized judgement and flexible clinical flow processes across multiple clinics.QualificationsApplicants 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 RequirementsCitizenship: Must be a citizen of the United StatesNote: non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA PolicyEnglish: Must be proficient in basic written and spoken EnglishExperience: 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 Advanced Medical Support AssistantOR Education: One year above high schoolThis education must have been obtained in an accredited technical school - junior college - college or universityOne year of full-time academic study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university(TRANSCRIPTS REQUIRED)OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptableIN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE - YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION GS-6 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) full year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge - skills - and abilities to perform successfully the duties of this positionTo be creditable - this experience must be equivalent to the next lower grade level - GS-5 - and demonstrate the knowledge - skills - and abilities associated with current MSA responsibilitiesExperience at this level includes - but is not limited to: Advising clinical staff on current administrative processesAnswering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - scheduling - canceling - re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelinesEntering no-show informationmonitoring appointment requests from multiple electronic sourcesparticipating 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 responsibilityverifying and updating demographics and insurance information when patients check-in for appointmentsCoordinates 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 (i.e. - TRICARE - sharing agreements - collaterals - research patient - VA employee - etc.)In addition to the experience above you must demonstrate the following Knowledge - Skills and Abilities (KSAs): Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.gmedical 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 regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAdvanced 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by cliniciansMay 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 full performance level of this vacancy is GS-06 Physical Requirements: See VA Directive and Handbook 5019.DutiesVA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo DUTIES: Recommends changes to existing clinic procedures based on current administrative guidelinesCoordinates 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 make adjustment as necessaryDevelop and/or maintain effective and efficient communication with the patient - interdisciplinary coordinated care delivery model teams - VA medical centers - and other agencies (e.gassist with communications during the inpatient to outpatient dischargeCommunicate with non-VA medical facilitiesPrepare correspondence to notify patients of normal lab resultsManage the Return To Clinic (RTC) system for follow-up care such as consults - tests - etcProcesses incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriateParticipates 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 teamSet priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needsIdentifies incomplete encounters and communicates findings to providersas neededMonitors pre-appointment information and/or requirements to assure readiness for patient visit/procedureManages patient systems to verify and validate accuracy and resolve issuesEvaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointmentEmployee is responsible for maintaining a safe work environment and adhering to required safety procedures at all timesAll accidents (Potential Hazards) regardless of severity are properly reportedEmployee is required to attend all mandatory safety training annuallyComplete annual refresher training according to the training anniversary date registered within the Talent Management System to ensure compliance of program goals and objectivesPerforms other duties as assignedWork Schedule: Monday - Friday8:00am to 4:30pm Compressed/Flexible: May be available with supervisory approval Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Pay: Competitive salary and regular salary increasesWhen setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experienceParental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a childChild Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual positionFunctional Statement #: 02330F Permanent Change of Station (PCS): Not authorized