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Veterans Health Administration is Hiring an Advanced Medical Support Assistant (Scheduler) Near Brownsburg, IN

Qualifications:

Basic Requirements:

• United States Citizenship: Citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education:
  • 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.

AND

In addition to meeting basic requirement listed above, applicant must possess at least one year experience at or equivalent to work at the next lower level, that provides the knowledge, skills, and abilities to perform successfully the work of the position. To qualify for the GS-6 grade level, you must have one year of experience equivalent to the GS-5 grade level. Examples of qualifying experience includes, but is not limited, to the following: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, interpreting and verifying provider orders in accordance with scheduling guidelines; re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; and, verifying and updating demographics and insurance information when patients check-in for appointments.

In addition to this experience, you must demonstrate the following KSAs:

• 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.

• Grandfathering Provision: 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).
• Physical requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work.
• 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.

Although Hybrid Title 38 occupations follow Title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. A, 117 M.S.P.R. 697 (2012)), 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations reported among the occupations with the largest staffing shortages. This announcement occupation(s) is reported to be among the largest staffing shortages. Veterans preference does not apply to this job announcement per the Veterans Access, Choice and Accountability Act of 2014 (PL 113-146, dated August 7, 2014) Therefore, Veteran's Preference will not be applied to this posting's applicant scores and selection process.

Responsibilities:

The Advanced MSA supports the Health Administration Service with ongoing management of contacting veterans and their caregivers for scheduling, canceling, and re-scheduling appointments and/or consults; entering no-show information; preparing for clinic visits; verifying and updating demographics and insurance information; processing records from outside medical care, and obtaining copies of form DD214 (Report of Military Separation) as needed for eligibility and benefit determination. Day to day tasks include, but may not be limited to:

a. Knowledgeably utilizes VA scheduling software including RMS and Virtual Care Manager in establishing patient appointments within the appropriate desired date.
b. Adheres to CSP protocol on patient outreach attempts and ensures appointments entered in RMS are accurately reflected in CPRS.
c. Appointments are cancelled/rescheduled according to established protocols and informational note is entered in CPRS.
d. Patients receive a call 24-hours in advance and are reminded of scheduled appointments.
e. Verifies and updates demographic and eligibility information in computer systems.
f. Refers all questions requiring immediate medical or clinical attention to the appropriate health care team member.

The incumbent utilizes various reports to complete assigned tasks, such as EARR (Error Action Required report), 1st time appointment reports, consults due reports, and other national, VISN, and locally developed reports. Additional day to day tasks includes, but may not be limited to:

a. Assists in the update, development, and maintenance of program materials, packets, and other printed materials.
b. Assists with the orientation/on the job training of new staff.
c. Completes work orders and contacts appropriate staff when requested to support the environment of care.
d. Prepares correspondence to support the administrative functions of the assigned team; all correspondence is neatly formatted and checked for appropriate spelling and grammar, all documents are the current version, and outgoing Certified mail meets USPS standards.
e. Performs RMS upgrades and provides profile updates.
f. Participates in scheduling/phone audits and reviews to ensure effective scheduling practices.
g. May have other administrative duties assigned, including but not limited to records management

The incumbent provides support for the Health Administration Service and also cross trained in many of the specific job functions of other support staff performing duties such as resulting consults, scanning, and providing front desk coverage. This versatility enables the incumbent to provide cross coverage for time sensitive administrative duties needing completion when those staff with primary responsibility are unavailable.

Work Schedule: Monday- Friday tour options - 7:00am to 3:30pm; 7:30am to 4:00pm; 8:00am to 4:30pm
Virtual: This is not a virtual position.
Functional Statement #:91474-A
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
Recruitment Incentive: Not Authorized

Job Summary