Medical Support Assistant (Advanced)

Duties General Description of Assigned Duties: The purpose of this position is to serve as an Advanced MSA assigned to outpatient clinics.
The Advanced MSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model transformation/Specialty initiative.
Patient care is delivered in a team-based model known as the team let.
Members of the team let include the AMSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse, and a Primary Care Provider.
The teamlet provides the majority of the health care needs for an assigned panel of patients.
The teamlet works collaboratively with other members of an expanded health care primary care team including 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 11011-V A .
specialists, hospitals, diagnostic and treating facilities, and community-based programs.
Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA.
They must, at all times, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior.
The incumbent is responsible for running Encounter Action Required Report (EARR) to identify incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.
Incumbent promotes Veteran registration for and utilization of MyHealtheVet (MHV), online personal health record for Veterans.
Performs in-person authentication (IPA) for Veterans requesting initial access to individually-identifiable health information within the MHV web-based application.
The AMSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
Ensures that the patients are electronically checked in for their appointments.
Responsible for printing the medication reconciliation sheets, routing slips, and confirming with the patient that pre-registration is completed, including demographic and insurance information.
This must be accurately done so date/time stamp reflects the date of each visit is accurate.
If the information is not correct, incumbent is responsible for updating all information using the Pre-registration Menu.
Responsible for assuring that screens I through 5 of the Registration Menu are updated.
'If patient is required to do a financial assessment (Means Test) must assure that these are entered into VistA and scanned into CPRS.
Provides guidance, directions, and instructions to Veterans in relation to their appointments.
Schedules and provides appointment dates with patient input when possible to reduce no shows.
This is a critical step to meet ''Missed Opportunities" and other medical center performance measures such as "access to care.
" Continually working with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center · and VHA directives regarding this process.
Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the organization's program operation.
Assists in the plam1ing, review, and reporting of data/statistical results of program/project studies.
Captures insurance and demographic information on all Veterans who hold third-party health plans and explains V A's role in insurance reimbursement.
Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA.
The AMSA supports patient safety standards through correct identification of all patients through use of two forms of identification.
Incumbent must use each interaction with the patient to validate and update patient demographic information, whether in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
Receives telephone calls and visitors to the VA, (i.
e.
, patients, families, and friends of patients) regarding such things as the availability of, and procedures for, obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments.
Always handles this in a courteous and polite manner and often serves as the public's first contact/impression of CTVHCS.
Work Schedule: Monday - Friday for Work Schedule 7:30 am - 4:00 pm or 8:00 am to 4:30 pm Virtual: This is not a virtual position.
Position Title/Functional Statement #:Medical Support Assistant (Advanced)/PD000000 Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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 You may be required to serve a probationary period Subject to a background/security investigation Must be proficient in written and spoken English Selected applicants will be required to complete an online onboarding process 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.
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.
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.
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.
Preferred Experience: Experience in scheduling package for VA Experience in medical terminology Experience in Patient Aligned Care Team (PACT) roles and responsibilities Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy.
Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers.
Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience.
Grade Determinations: Advanced Medical Support Assistant GS-06 Experience: One year of experience equivalent to the GS-5 grade level.
Examples of equivalent experience include but are not limited to: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Advises clinical staff on current administrative processes Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines 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 i.
e.
, TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.
Demonstrated Knowledge Skills, and Abilities.
In addition to the above stated experience, applicants 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.
References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019.
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: The work is sedentary.
Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.
Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.
Incumbent may carry and lift light items weighing less than 15 pounds.
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: https://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://www.
ed.
gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.
html.
NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
NOTE: If your school was accredited by at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet.
Additional information This job opportunity announcement may be used to fill additional vacancies.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
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.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
If you are unable to apply online view the following link for information regarding an Alternate Application.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.
WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Your application, resume, C.
V.
, and/or supporting documentation will be verified.
Please follow all instructions carefully.
Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.
g.
, Peace Corps, AmeriCorps) and other organizations (e.
g.
, professional; philanthropic; religions; spiritual; community; student; social).
Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.
You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.
g.
, on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits.
Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.
You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes: Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Diploma/ GED Disability Letter (Schedule A) Disability Letter (VA) Other Application Documentation PCS Orders Proof of Marriage Status Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript "Note: 38 U.
S.
C.
7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement.
" Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.
).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.
), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
Documentation is required to award preference.
For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply All applicants are encouraged to apply online.
To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (ET) on 01/23/2024 to receive consideration.
To preview the questionnaire click https://apply.
usastaffing.
gov/ViewQuestionnaire/12274832.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account.
Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.
usajobs.
gov/Account/Login, select the Application Status link and then select the more information link for this position.
The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement.
You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information VISN 17 SSU USAS Group Email VISN17SSUUSAS@va.
gov Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US Next steps Once your online application is submitted you will receive a confirmation notification by email.
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.
After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.
Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview.
All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications.
Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
Wearing a face mask is required when an exemption to the influenza vaccination has been granted.
HCP in violation of this directive may face disciplinary action up to and including removal from federal service.
HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.
HPTs may be paid or unpaid and include residents, interns, fellows and students.
HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents To apply for this position, you must provide a complete Application Package which includes: Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Diploma/ GED Disability Letter (Schedule A) Disability Letter (VA) Other Application Documentation PCS Orders Proof of Marriage Status Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript "Note: 38 U.
S.
C.
7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement.
" Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.
).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.
), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
Documentation is required to award preference.
For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Help This job is open to The public U.
S.
Citizens, Nationals or those who owe allegiance to the U.
S.
Clarification from the agency This is an external announcement and it is open to the public.
Current permanent facility employees, current permanent VA employees, and current permanent Federal employees must apply under internal announcement: CAZM-12274831-24-TS.