Serves as an Medical Support Assistant (Advanced) in the Urgent Care Section within the Medical Service of the VA Northern California Health Care System. Incumbent monitors the status and progress of work, and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise. Provides information via telephone and in person to the general public, members of the professional staff, civilian, and military personnel.
Basic Requirements: 1. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 2. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 3. Experience and Education: 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 Education: One year above high school; OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grandfathering Provision: 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). 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: 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 in providing high level administrative support to physicians, as a TMS administrator and timekeeper, independently tracking projects, customer service, and advance user of the MS Office suite. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. FORMER VA HANDBOOK REFERENCE: PART II, APPENDIX G45, EFFECTIVE DATE: August 1, 2019 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major Duties include but are not limited to the following: Works collaboratively in an interdisciplinary coordinated care delivery model. Coordinates with the Care team to review clinic utilization using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes necessary adjustments. Collaborates, communicates, sets priorities, and organizes work with the Care Team in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Participates in team huddles and team meetings to manage and plan patient care: sets priorities and deadlines, adjusts the flow and sequence of work to meet team and patient needs: works with the team to reinforce the plan of care and self-help solutions. Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned. Completes mini registration and chart compilation. Complete requested forms, manually or using automated systems, for individual patient orders for blood work, X-rays, radiation therapy, respiratory or ventilated care consults and other requests as required. Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary. Coordinates the scheduling to avoid conflicts in different clinic schedules. Responsible for ensuring calls received or made by staff are professional, courteous, and tactful in nature, and that responses given are appropriate. Incumbent will be responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Ensures staff is knowledgeable of the services provided and are prepared to furnish information such as, telephone numbers, locations of offices and personnel and clinic hours of operation. Receives patients via telephone calls and visitors to clinics, as the initial point of contact, ascertaining the nature of the call or visit, obtaining identifying information, and determining the nature and urgency of the patient's request. Responsible for the clerical duties inherent in the admission, care and discharge of inpatients or the in-processing, care and out-processing, of outpatients and guests. Notifies appropriate staff of the patient's arrival, reconciles end-of-shift/end-of-day processing and reports. Maintains all patients' records, either electronic or paper, according to regulation ensuring each entry contains proper patient and health care proper identification. Correctly files original medical documentation in the patient record and copies of medical documentation into research files as necessary. Work Schedule: Full-Time; Monday to 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; Does not apply to current federal employees) 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 creditable 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: Ad-Hoc Telework Available Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized