Advanced Medical Support Assistant

Summary
This Advanced Medical Support Assistant (AMSA) position is in the Chief of Staff Service of the Michael E. DeBakey VA Medical Center located in Houston, Texas.
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Duties
The AMSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, Compensation & Pension (C&P), Chief of Staff, Office of Integrated Veteran Care (COS, OIVC) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Duties may include but are not limited to:

• Schedules the appropriate level of care and documents the schedule in the appropriate consult
• Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. The AMSA collects, scans, and updates health insurance information, serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV)
• Ensures each interaction with the patient is used to validate and update patient demographic information, either 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.
• Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care
• Communicates with COS, OIVC providers to ensure they accept VA patients and payments
• Coordinates internal and external care between customers and providers
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and Social Security Number
• Processes consults following COS, OIVC procedures and guidelines and enters appropriate authorizations, if required, utilizing the correct Fund Control Point (FCP)/Obligation number and correct cost estimations
• Schedules Veteran appointments with community providers using software scheduling options. Uses established business rules to schedule appointment for Veterans which includes clinic visits, consultations, and entries into the Recall Reminder system and Electronic Wait List (EWL). Incumbent complies with the mandatory training requirements for the outpatient scheduling processes. Ensures all appointments are scheduled timely and the provider and patient's desired dates are met.
• Maintains appointment schedules for the COS,OIVC
• Prepares any required pre-appointment documents

Work Schedule: Discuss during call to schedule interview - Typically Monday - Friday, 8:00am to 4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 580-00002-F
Relocation/Recruitment Incentives: May be Authorized
Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required
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Requirements
Conditions of Employment

• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Subject to background/security investigation.
• 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.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Selected applicants will be required to complete an online onboarding process.
• You must be a U.S. Citizen to apply for this job.
• You may be required to serve a probationary period.

Qualifications
Basic Requirements:

• (2) Education. One year above high school; OR,
• (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,
• Experience and Education.
• (3) 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. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
• United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Physical Requirements: See VA Directive and Handbook 5019.
• Certification. None required.

Grade Determinations. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed.
**Resume must include hours per week for work experience credit.**
Medical Support Assistant (Advanced), GS-06 (b) 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.). References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.

• 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.
• 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.
• Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes:
• Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume:
• 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 medical terminology due to the technical nature of language utilized by clinicians.
• 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.
• Scheduling medical appointments in a clinical setting;
• Providing customer service and identifying patient concerns to ensure satisfactory resolution,
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports
• Advanced level of medical terminology.
• Performing patient support work;

The full performance level of this vacancy is GS-06.

Preferred Experience:

• Customer Service
• Data Management-Use spreadsheets and databases to complete and track work assignments.
• Quality Management- experience reviewing the work of peers or subordinates and/or conducting training activities.
• Scheduling Patients
• Displays professional interactions with internal and external customers.
• Decision Making Skills - Serves as subject matter expert for Community Care. Builds trust by making quick, accurate decisions after weighing relevant options.
• Processing Authorizations
• Time Management
• Processing Consults
• Demonstrates interpersonal skills by effectively communicating with all levels of management, staff, peers, customers and stakeholders.

Physical Requirements: Work is primarily sedentary in a clinic setting but also demands standing, walking, bending, twisting, and carrying light items.
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
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.
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.
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.
Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
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.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
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Michael E DeBakey VA Medical Center
2002 Holcombe Boulevard
Houston, TX 77030
US