The Advanced Medical Support Assistant (MSA) provides specialized and expert administrative support working collaboratively in the Care in the Community. Duties involve administrative judgement and flexible use of a range of clinical flow processes across multiple clinics, specialties, and CITC resources. The AMSA recommends changes to existing procedures based on guidelines: is an expert in utilizing patient systems. The AMSA serves as first point of contact and uses multiple patient software.
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: Must have six (6) 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: Have one (1) year of education above high school. OR, Combination of experience and education: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade DeterminationsGS-6 Experience: In addition to meeting the basic requirements, you must also have one year of experience equivalent to the GS-5 level. The specialized experience for this position includes the following, but not limited to: Performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting, advises clinical staff on administrative processes, scheduling appointments, monitoring appointment requests from multiple electronic sources, verifying and updating demographics and insurance information, and coordinating administrative functions. Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs): (Candidates must demonstrate all KSA's at this level.) 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. References: VA Handbook 5005/117, Part II, Appendix G-45, Medical Support Assistant Qualification Standards, GS-0679, Veterans Health Administration.The full performance level of this vacancy is GS-06Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work. The incumbent will need to have the ability to verbally communicate and hear (aid is permitted) using a telephone and also must be able to type and operate computer equipment as an essential part of their position.
The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. 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 care in the community resources. Recommends changes to existing procedures based on current administrative guidelines. Expert in utilizing numerous advanced patient systems in support of multiple clinics/specialties involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team in face to face settings to review in-house clinic appointment availability to effectively support the needs of the clinics and Veterans. Provides effective and efficient communication with the patient, PACT Team, community providers, Supervisor(s), Leads and other agencies. Serves as an initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing. Responds to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. Customer service is essential in this role. Performs all administrative duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Supports patient safety standards using the correct Veterans Affairs identification of all patients using the approved protocols of patient identifiers. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Evaluate patient information and clinic schedule lists to determine whether patient is vested. Panel Management is an important function within the teamlet and is the responsibility of the Medical Support Assistant. The MSA uses various VHA databases (eg PCMM, Clinical Reminder Reports, VSSC, Proclarity, Wait times, patient satisfaction, etc.) to extract categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel. Develops and maintains specific reports used by the team to monitor, track and trend care delivery as well as participating/leading quality improvement efforts focused on cost, access, quality and satisfaction. Work Schedule: 7:30 am - 4:00 pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 52687-A Financial Disclosure Report: Not required