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Adv Med Support Assistant

Department: Department of Veterans Affairs

Location(s): San Francisco, California

Salary Range: $62469.0 - $81206.0 Per Year

Job Summary: The incumbent is responsible for a range of clerical and administrative duties that demonstrate the advanced level of the MSA. The incumbent works collaboratively in an interdisciplinary coordinated care delivery model, a PACT at the San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care.

Major Duties:

• Major Duties and Responsibilities to include but not be limited to: Schedules, cancels, re-schedules patient's appointments and/or consults; entering no-show information and appointment cancellation information. Sends appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments. Verifies and updates demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture. Logs into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts. Checks and responds to voicemail. Monitors incoming and outgoing faxing and distribution. Monitors and/or manages multiple reports, lists and suspenses to include but not limited to: electronic wait list, unseen report, recall reminders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking. May be required to perform the following: Timekeeping, Encounter completion, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator). Enters appropriate, complete, accurate information into electronic record (CPRSNISTA) and other clinical information systems as appropriate to the area assigned. Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes. Performs typing work from written material using word processing software and equipment (such as but not limited to Microsoft office applications). Responds to incoming correspondence Performs general filing. May maintain office supplies as a designated shopper. Receives sorts and delivers to the appropriate individual's incoming and outgoing mail or other documents. Completes initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing, or physician staff. Collaborates effectively with the other staff to ensure seamless care. Acknowledges and/or completes routed view alerts with-in 48 business hours. Types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel. Maintains up to date training on VA Scheduling Requirements. Provides on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee. Responds to view alerts via CPRS within 48 hours. Prepares for clinic visits to include PACT scrubbing. Coordinates patient discharge. Reconciles end-of-shift/end-of-day processing and reports. Generates, receiving and distributing mail to medical staff and patients. Orders and keeps records of supplies. Files results of treatment in medical records electronically. Determines patients' eligibility for treatment and paid travel expenses, if applicable. Records physicians' orders for patients on a variety of records, if applicable. Selects, completes, and routs requests for patient activities and treatment procedures. Schedules appointments for patients with other medical services. Prepares patient projection reports. Serves as timekeeper for permanent and contracted staff. Must have minimum of basic knowledge of the following, TRICARE & Champ VA eligibility, Release of Information process, Vetlink, Kiosk, MyHealtheVet, HIMS, office equipment to include copier/fax machine, and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). Occasional travel to the San Bruno CBOC for training or other back office assignments. Performs other duties as assigned. Work Schedule: Monday - Friday 8:00am - 4:30pm, or as determined by supervisor Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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. 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. 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: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. 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. Preferred Experience: Experience with scheduling, phone management and customer service skills. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: See VA Directive and Handbook 5019.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 03/17/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12707194. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Application Deadline: 2025-03-17