at Veterans Affairs, Veterans Health Administration in Chicago, Illinois, United States
Job Description
Summary This Advanced Medical Support Assistant (AMSA) position is located in the Referral Coordination Initiative (RCI) section of the Chief of Staff Service at Jesse Brown VAMC. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. Responsibilities The Referral Coordination Team (RCT) Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Duties include, but are not limited to: – Coordinates with the patient care team to review clinic appointment availability. – Schedules new and established patient appointments. – Tracks and facilitates completion of encounters and consults. – Participates in team huddles and team meetings to manage and plan patient care. – Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. – Works with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record. – Participates and provides input in problem solving on operational issues or procedures in team meetings. – Performs administrative follow up actions – Participates in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care. – Evaluates patient information and clinic schedule lists to determine whether patient is vested. – Gathers information and collects/compiles data to meet the needs of the service. – Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and brings to the attention of the providers. – Adheres to timeliness standards for processing consults. – 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. – Schedule appointments accurately and in a timely manner. All appointments will be made with the patient’s input by phone or through secure messaging. – Daily review of active/pending consults for all RCI Team’s assigned categories of care for accuracy and disposition. – Prepares written correspondence to notify patients of contact attempts, disposition of consults and appointment details. – Verifying and updating demographics and insurance information (ICB). – Adaptability to the use of new processes. – Processes incoming secured messaging through MyHealthVet, Message Manager, and ACD line communications – Utilizes the medical record to enter information and research the needs of the patient as appropriate. – Manages patient systems to verify and validate accuracy and resolve concerns. – Provides excellent customer service and assists in providing front line resolution when applicable. – Manages patient systems to verify and validate accuracy and resolve issues. – Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment. – Informs team members about shared patients including those who receive their care at multiple VA centers or those who receive care in the community. Work Schedule: Monday- Friday 8:00AM-4:30PM. Telework: Available upon supervisor approval after no less than 90 days of employment with competencies successfully completed. Telework rotation schedule will be discussed at interview. 3+ days per pay period. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized 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. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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. Qualifications To qualify for this position, facility applicants must meet all requirements within 30 days of the closing date of this announcement. Basic Requirements: The following are the basic requirements and amounts of experience and/or education required to qualify for this position. Creditable experience is defined as, experience that demonstrates the knowledge, skills, and abilities (KSA’s) associated with current Medical Support Assistant responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a Medical Support Assistant. CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One 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 Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)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 at least 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 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 patient’s 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: In addition, applicants 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. KS
