Advanced Medical Support Assistant - Care in the Community (CITC)

Full Job Description

Join our team at Fayetteville VA Medical Center as an Advanced Medical Support Assistant in the Care in the Community department!

This key role supports veterans by coordinating timely care, managing eligibility, processing authorizations, scheduling appointments, handling medical records, and providing excellent customer service.

Make a meaningful difference in veterans' lives through efficient and compassionate care coordination.

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).

Grade Determinations: 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, GS5 (Full Performance level), that provides the knowledge, skills, and abilities to perform successfully the work of the position.

And Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of 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.

Preferred Experience: Scheduling, Customer Service, and Consult Management References: VA Handbook 5005/117 Medical Support Assistant Qualification Standard GS-0679, dated August 1, 2019.

http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf . This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06.

Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper.

Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering for other employees.

Applicant may at times be exposed to stressful situations with Veterans. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant plays a vital role in coordinating care between the VA Medical Center and community providers.

This position involves administrative support, patient communication, and ensuring smooth care delivery for Veterans.

Duties include, but are not limited to, the following: Collaborates within an interdisciplinary care delivery model to support Veterans' community care needs.

Explains community programs and coordinate care between VA and community providers.

Performs administrative functions related to patient care, including scheduling, data entry, and consultation management.

Acquires knowledge of VA procedures, facility services, computer systems (VISTA, CPRS, FBCS, DOMA, Microsoft Office), and VA acronyms.

Creates and issue authorizations for approved community care services. Assists with vendor location and resolve barriers to community care to prevent delays.

Review and monitor consult utilization, supporting team needs through reports and communication. Manages medical records transfer, verification, and routing between VA and community vendors.

Ensure proper disposition of Care in the Community consults and accurate appointment management. Support patient safety by verifying VA identification using two forms of ID, including VHIC.

Communicate effectively and compassionately with Veterans and staff, maintaining a high level of tact and diplomacy.

Screen and respond to phone requests courteously, maintaining privacy and confidentiality. Ensures all health and administrative information is accurately integrated into CPRS and scanned as needed.

Interpret and apply VHA scheduling directives, assist in training others, and manage appointment scheduling independently.

Develops effective communication with patients, interdisciplinary teams, other VA facilities, and external agencies.

Participates in team meetings and huddles, and respond to work-related emails promptly. Maintain knowledge of VA eligibility, care priorities, HIPAA laws, and Non-VA Care programs.

Operate and troubleshoot multiple electronic systems and office equipment, including fax machines, phones, printers, and copiers.

Work Schedule: Monday - Friday, 08:00am -16:30pm Telework: Ad-hoc, Telework will be discussed during interview Virtual: This is not a virtual position.

Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized