Advanced Medical Support Assistant - Referral Coordinator Team

Full Job Description

Incumbents serve as an Advanced Medical Support Assistant (AMSA) who is assigned to perform general AMSA duties as a member of a Referral Coordination Team (RCT).

The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.

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.

(1) 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, (2) Education.

One year above high school; OR, (3) Experience/Education Combination.

Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. 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.

Grade Determinations: [In addition to the basic requirements for employment listed in above, the] following [education and experience] criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6 Experience.

One year of experience equivalent to the [GS-5] grade level. Assignment.

The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ].

[Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Recommends changes to existing clinic procedures based on current administrative guidelines.

Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary].

[MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.).

Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors preappointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ].

For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time].

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.

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: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position.

May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Major Duties:

Total Rewards of a Allied Health Professional The RCT AMSA coordinates and works collaboratively with the referral coordination team, facility community care program, the Patient Aligned Care Teams (PACT) and Specialty Care clinicians, and other staff within VA and outside VA.

The RCT AMSA is responsible in ensuring accessible care to meet patient needs.

The RCT AMSA is responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, re-schedule patient's appointments and/or consults.

The RCT AMSA is responsible for: entering no-show information; monitoring the Unable to Schedule entries, preparing for clinic visits; monitoring outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Duties include, but are not limited to: Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran.

Reports any backlogs and any difficulties in meeting deadlines. Schedules appointments and manages worklists as outlined in VHA policy. Schedules a consult appointment for the patient.

Accurately maintains the consult tracking package. Maintaining consults includes changing the consult status each time the consult is processed, such as: received and scheduled.

When the clinic does not have availability, the incumbent contacts the clinical members of the RTC for treatment options (e.g. virtual care, community care, interfacility care).

When unable to schedule the consult due to capacity and where the Veteran indicates that they prefer VA care, the incumbent tags the consult appropriately using the "Unable to Schedule" tab in the Consult Toolbox (CTB).

Determine Community Care eligibility by running the Decision Support Tool (DST) or through alternative means.

Makes appointments more convenient for the Veteran by combining appointments when possible and giving the patient any upcoming appointments prior to leaving the clinic area.

Ensures maximum utilization of clinic appointments by filling open appointment slots as cancellations occur.

Responsible to check patients in timely when seen in-person, Update patient demographics, to include address, telephone number, next-of-kin, update employment, and collect insurance information.

A medication reconciliation sheet will be printed out for each patient. Other duties as assigned.

Work Schedule: Monday through Friday, 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.

When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 82333F Permanent Change of Station (PCS): Not Authorized