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Summary The position is located in the Department of Veterans Affairs, Veteran Health Administration (VHA), El Paso VA Health Care System (EPVAHCS), Community Care Service (CCS), in El Paso, Texas. The Medical Support Assistant (Advanced) will be involved in administrative aspects of patient access, consults and scheduling for the service. Their work has a direct effect on patient care, the patient flow and processes within CCS. Responsibilities Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The work of the Medical Support Assistant (Advanced) impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using approved clinic access principles, patient processing, and customer service. Duties include but are not limited to: Plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff related to access, customer service, patient flow, etc. Impacts processes, action plans, monitoring and reporting. Uses a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems. Performs a wide and diverse array of duties that include determining veteran eligibility for care, receiving and processing complex health and administrative information, and coordinating Non-VA Care services for Veterans throughout the El Paso service area. Works collaboratively in an interdisciplinary care delivery setting. Independently performs position responsibilities with little supervision, as well as sets priorities and deadlines adjusting the flow and sequence of work to meet team and/or patient needs. Screens each consult request to the Non-VA Care Coordination Program and/or the Choice Program to determine patient's eligibility status, technical completeness, accuracy and urgency of request. Serves as primary administrative contact and process expert related to the EL Paso VAHCS NVCC and Choice Program Serves as a trusted resource for patients who are receiving Non-VA care. Provides accurate information related to specific Non-VA providers (location, office contact, etc.), the NVCC or Choice process, as well as basic payment and authorization information, etc. Establishes constructive and effective working relationships with the office staff of NVCC providers to effectively schedule appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Maintains these relationships through ongoing customer service activities, problem resolution, and timely response to requests. Communicates with Non-VA care providers to identify clinic and specialty availability. Shares this information with NVCC RNs, El Paso VAHCS providers and clinic staff to ensure appropriate and timely coordinate of care. Ensures special instructions or requirements for each request are clearly outlined prior to submitting to the Non-VA care provider or Choice contractor. Identifies and provides any supporting information or documentation needed for each consult. Utilizes extensive knowledge of NVCC vendor availability, specialties and expertise, the patient's home address, desired date of service, and any special needs or requirements before submitting requests to Non-VA providers or the Choice contractor. Determines the appropriate category of care, period of authorization, fund control point, and dollars to be obligated for each request. Clearly outlines the authorized services (procedure, exam, test), and approved number of visits. Ensures authorization is transmitted to the identified Non-VA care provider. Provides information and education to Non-VA staff regarding the NVCC and Choice Program. Provides extensive information and education to VA clinical and non-clinical staff to promote understanding and compliance with program requirements and time frames. Examples include required supporting documentation for each type of request (i.e., current/previous MRI or imaging studies for mammogram or neurosurgery requests, current lab values for CT scans, biopsy results for radiation oncology requests, etc.) Schedules non-count Non-VA care appointments using VistA scheduling options. Complies with mandatory training requirements for outpatient scheduling process. Completes the scheduling process by checking out patients once appointments have been completed. Collaborates with vendors to resolve issues related to these areas. Ensures accurate accounting of released records in accordance with Privacy regulations and requirements. Receives results for NVCC consults. Notates receipt on the appropriate consult and scans results into the patient's record, ensuring accuracy in attaching the results to the correct consult, etc. Assists providers in obtaining results when timely receipt is critical. Participates in meetings to identify and resolve issues that impact continuity of care for patients who are receiving Non-VA care. Identifies issues for process improvement and actively participates in service or center-level process improvement activities/teams. Work Schedule: Monday - Friday, 8:00 am - 4:30 PM Telework: 3+ days per pay period Virtual: This is not a virtual position. Functional Statement #: 52763-F This is a bargaining unit position. 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. 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 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. 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 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. 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. 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). Grade Determinations: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Medical Support Assistant (Advanced) GS-6 Experience: In addition to the basic requirements, one year of experience equivalent to the [GS-5] grade level. Specialized experience includes, but is not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; 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. 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. Preferred Experience: Customer service Medical terminology Ability to type 50 words per minute Experience with Microsoft Word and Excel 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. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: If your school has changed names, or is no longer in existence, you must provide this information in your application. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.