Summary The VA Northeast Ohio Healthcare System is recruiting for Medical Support Assistants (Advanced). The Medical Support Assistant (Advanced) will function in Patient Care Administrative Service (PCAS). Responsibilities Duties of this position include but are not limited to: Schedules patient appointments. Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and provides the necessary recommendations to ensure compliance or corrective actions and the appropriate level of access. Maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge. Communicates with non-VA medical facilities; facilitates/processes secure messaging with the patient and team; notifies patients of appointments. Manages a tracking system for follow up care such as Return to Clinic Orders, Recall, consults, tests, etc.). Participates in team huddles and team meetings to manage and plan patient care. Sets priorities and deadlines, adjusts the flow and sequencing of the work to meet team and patient needs. Works with the team to reinforce the plan of care and self-help solutions and enters appropriate information into the electronic record. Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); manages electronic wait list to verify and validate accuracy and resolve issues. Participates and provides input in problem solving on operational issues or procedures in team meetings, performs administrative follow up actions. Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluates patient information and clinic schedule lists to determine whether patient is vested. Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. Reports backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Maintains the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Work Schedule: 8:00 am to 4:30 pm, Monday through Friday. Compressed/Flexible: Not Available Telework: Hiring Managers may authorize telework for certain positions based on the needs of the service. Virtual: This is not a virtual position Functional Statement #: Medical Support Assistant (Advanced) / 91463-A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required 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. Must pass pre-employment physical evaluation. 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 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 accepted. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: GS-06: Candidates at this grade must have one year of experience equivalent to the GS-5 grade level. Examples of this experience include, but are not limited to: operating computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; scheduling medical appointments in a clinical setting; working independently in the accomplishment of a wide variety of duties performing patient support work; communicating effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; and providing customer service and identifying customer concerns and referring to the appropriate staff, as necessary, to ensure a satisfactory resolution. In addition to the basic qualifications, applicants must also demonstrate the following Knowledge, Skills, and Abilities: 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 clinic The full performance level of this vacancy is GS-6. References: VA Handbook 5005/117 Part II Appendix G45 Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated. The physical requirements of this position are concerned with the mental/emotional and physical ability of the incumbent to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by VA Directive 5019. Education There are no educational substitutions at the GS-6 level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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. V10 Whole Health Message: VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.