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Veterans Affairs, Veterans Health Administration Medical Support Assistant (Advanced) in Worcester, Massachusetts

Summary The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the VA CWM HCS. The incumbent will normally work at one of the locations but is required to work at other locations when necessary for coverage needs. It is expected that the Advanced MSAs are able to perform a full range of duties with little to no supervision. Responsibilities The Advanced Medical Support Assistant duties may include but are not limited to: Scheduling, canceling, rescheduling appointments and/or consults; building and canceling clinic availability; entering recall reminders and monitoring recall delinquencies, entering no-show information; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying/updating demographics and insurance information at each patient interaction. Appropriately using the Insurance Capture Buffer (ICB) system; and obtaining medical information from patients and external facilities. The AMSA assists with MyHealtheVet in-person authentication, receives and makes telephone calls, reviews and responds to secure messaging, sends faxes, makes photocopies and manages mail. The AMSA also is responsible for processing all emergency and nonemergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by performing the function within their area where applicable. Advanced MSAs develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies to assist with communications during the inpatient to outpatient discharge. The Advanced MSA coordinates with patient care teams to review the clinic utilization by using various reports, ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. The Advanced MSA may also be asked to assist with the Beneficiary Travel Program and work with the Health Benefits Advisor Office for eligibility and means test functions. Work Schedule: 8:00am - 4:30pm Mon - Fri Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: PDF01127 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment 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 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. 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). Preferred Experience: Medical Support Assistant experience Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 [MSA] grade level. (Examples of experience at the GS-5 grade level may include but are not limited to: 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. Demonstrated Knowledge, Skills, and Abilities. Candidates 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 The full performance level of this vacancy is GS-6. Physical Requirements: No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk. Occasional use of automobile and public conveyances may be required. Work is performed in an adequately lighted and climate-controlled office. 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: 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: 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 or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.