What are the responsibilities and job description for the Advanced Medical Support Assistant position at Clement J Zablocki Veterans Administration Medical Center?
This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Surgical Care Outpatient Clinic. The Advanced MSA work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles,
collecting and updating demographic and insurance information, patient processing and customer service.
English: Must be proficient in basic written and spoken English.
Education/Experience:
IN 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) 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 position. To 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 responsibilities. Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes. Answering 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 guidelines. 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.).
AND
KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met.
KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
KSA-4. 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.
KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
KSA-6. 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.
Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
Work Schedule: Monday - Friday 7:30am -4:00pm
Compressed/Flexible:Not Available.
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 01031F
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
PCS Appraised Value Offer (AVO): Not Authorized.
collecting and updating demographic and insurance information, patient processing and customer service.
Qualifications:
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.English: Must be proficient in basic written and spoken English.
Education/Experience:
- Experience. No experience required.
- Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
IN 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) 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 position. To 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 responsibilities. Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes. Answering 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 guidelines. 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.).
AND
KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:
KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met.
KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
KSA-4. 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.
KSA-5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
KSA-6. 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.
Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
Responsibilities:
- Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
- Must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers & clinics as conflict with staffing and/or coverage occurs.
- Confirms patients are ready for clinic appointments by providing prep material and/or instructions prior to appointment date.
- Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
- Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the
flow and sequencing of the work to meet team and patient needs. - Participates in daily huddles and treatment team meetings where patient care planning and management occur.
- Daily review of active/pending consults, unverified orders list, Recall list and Audiocare communications for accuracy and disposition.
- Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to
insure continuity of inpatient and outpatient care. - Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care.
- Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
- Responsible for maintenance of supplies and forms. Requires knowledge of frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles.
Work Schedule: Monday - Friday 7:30am -4:00pm
Compressed/Flexible:Not Available.
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 01031F
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
PCS Appraised Value Offer (AVO): Not Authorized.
Salary : $47,488