Advanced Medical Support Assistant (Call Center)

The primary purpose of this position is to provide immediate expert information and route callers throughout the Central Alabama Healthcare System (CAVHCS). The MSA Telephone Operator is the public's first contact with the organization via telephone and manages a variety of inquiries. Incumbent answers questions from all contacts in a knowledgeable, diplomatic, courteous manner, as well as service a steady flow of incoming calls.

Qualifications:

Veteran's preference does not apply to this series 0679 per HRML 05-19-12.


To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

BASIC REQUIREMENTS.
a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
b. 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.
c. Certification. None required.

Medical Support Assistant (Advanced), GS-6
(a) Experience. One year of experience equivalent to the [GS-5] grade level.

(b) 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 pre-appointment 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
i. 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.
ii. Ability to independently] set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. 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.

References: VA Handbook 5005/53 PART II APPENDIX G45 MEDICAL SUPPORT ASSISTANT Qualification Standards. (August 01, 2019). This can be found in the local Human Resources Office. The full performance level of this vacancy is GS5.

Physical Requirements: The work of the positions is primarily sedentary and requires no special physical demands. It may involve some walking, standing, bending, or carrying of light items. Concentration and sustained performance under prolonged stress is required because of the time factors involved with completion of work. Work involves extended periods of keyboarding.

Responsibilities:

The MSA (Telephone Operator) will operate multiple phone lines and transfer calls to hundreds of extensions. Incoming calls include a varied range of local, long distance, and special calls. Additional duties include, but are not limited to:

1. Work collaboratively with VA Medical Center staff to reduce the need for repeat calls and the need to transfer callers.
2. Resolve conflicts with patient care and actively participate in interdisciplinary team huddles, workgroups and performance improvement meetings.
3. May be required to work overtime during evenings and/or weekends as needed during special circumstances. The incumbent may be required to provide backup support in other areas of Call Center on an as needed basis.
4. Determining the nature of the call and assisting with communicating needs regarding appointments, scheduling appointment requests, researching CPRS to determine patient inquiry, medication refills/renewals/tracking, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation.
5. Receives and documents telephone messages pertaining to laboratory reports, x-rays, and test results, recognizes and refers urgent ones to the clinical staff for immediate action.
6. Scheduling appointments to include interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both impatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed 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, copays and preauthorization requirements for specific coverage.

Work Schedule: Various tours available: Days, evenings, nights, weekends. Holidays and off tours may be required.
Compressed/Flexible: Not Available
Telework: Not Authorized
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Salary : $42,022 - $54,625